Lead People. Drive Operations. Deliver Exceptional Client Service.
We're looking for an experienced Client Operations Team Leader to lead our Client Services team while taking ownership of our procurement and operational administration functions.
This is a hands-on leadership role that combines people management with operational excellence. You'll inspire and develop a high-performing team, oversee procurement and vendor relationships, and ensure our clients receive exceptional service through efficient processes and strong operational discipline.
If you're a proactive leader who enjoys improving processes, mentoring people, and delivering outstanding customer outcomes, we'd love to hear from you.
About the Role
Reporting to the Service Delivery Manager, you'll be responsible for leading the Client Services team while managing the day-to-day operational functions that keep our business running smoothly.
You'll play a key role in ensuring service levels are achieved, procurement activities are managed efficiently, and internal processes continue to evolve as we grow.
This role is ideal for someone who enjoys balancing leadership with hands-on operational responsibility.
What You'll Be Doing
Leadership & Team Development
- Lead, coach and mentor the Client Services team to achieve outstanding customer outcomes.
- Foster a positive, collaborative and accountable team culture.
- Provide ongoing performance coaching, feedback and professional development.
- Set clear expectations and drive continuous improvement across the team.
Client Operations
- Ensure exceptional customer service is delivered in line with Managed Service Agreements (SLAs).
- Oversee service queues and workflows within ConnectWise.
- Monitor team performance, ticket management and operational KPIs.
- Resolve complex client enquiries and support escalations where required.
Procurement & Vendor Management
- Manage the procurement function for mobility products and services.
- Build and maintain strong relationships with suppliers and vendors.
- Coordinate purchasing, receipting, dispatch and inventory management.
- Ensure procurement records remain accurate and up to date.
- Support invoice reconciliation in collaboration with the Finance team.
Operational Excellence
- Identify opportunities to improve processes and efficiency.
- Maintain data integrity across operational systems.
- Support office administration and day-to-day operational activities.
- Work collaboratively with Customer Success, Sales, Finance and Operations teams to deliver exceptional client outcomes.
About You
You'll be a confident leader who enjoys developing people while remaining close to the day-to-day operations of the business.
You'll bring:
- Previous experience leading or supervising a client service, customer service or operations team.
- Strong organisational and time management skills.
- A proactive, solutions-focused mindset.
- Excellent communication and stakeholder management skills.
- High attention to detail and accuracy.
- Strong Microsoft Office skills, particularly Outlook, Word and Excel.
- The ability to manage competing priorities in a fast-paced environment.
Desirable Experience
You'll be highly regarded if you have experience with:
- Telecommunications or managed services.
- ConnectWise or similar PSA platforms.
- Procurement or purchasing processes.
- Vendor and supplier management.
- Inventory or logistics coordination.
Why Join Us?
At Ericom, we're passionate about delivering exceptional technology and mobility solutions backed by outstanding customer service.
When you join us, you'll enjoy:
- A supportive and collaborative team environment.
- The opportunity to lead and shape a high-performing team.
- A varied role where no two days are the same.
- Genuine opportunities to improve processes and influence the way we work.
- Career development and professional growth.
- A stable, growing Australian technology business.
Ready to Apply?
If you're an experienced leader with a passion for client service, operational excellence and developing high-performing teams, we'd love to hear from you.
Apply now and help us deliver exceptional experiences for our clients while leading a team that makes a real difference.
Pay: $85,000.00 – $95,000.00 per year
Work Location: In person
