About us

Make a Real Difference – Every Day!

At Tunstall, we’re not your average workplace. As a global leader in telecare and emergency response, we help people stay safe and live independently in the place of their choice. Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families with our emergency medical devices and 24/7 call centre support.

About the role

We are seeking a full-time, experienced Customer Service Manager to lead our Customer Service Team, delivering exceptional service and ensuring a consistent, high-quality customer experience. This role will lead from the front—coaching and mentoring the team, managing operational performance, and ensuring customer needs remain at the centre of everything we do. You will work closely with operational leaders across the business to drive continuous improvement, manage service delivery, and ensure key operational and customer outcomes are achieved.

Key Responsibilities

• Act as the escalation point for complex customer enquiries and complaints

• Monitor service performance and customer satisfaction, including reporting on service levels

• Ensure contractual KPIs are achieved, including installation and client activation processes

• Identify opportunities to improve operational efficiency and customer experience

• Partner with the Head of Operations and other leaders to support the Customer Service operational strategy

• Contribute to management meetings and service improvement initiatives

• Support employee engagement, succession planning and team development

You will bring:

• At least 5 years’ experience in a Customer Service leadership role, ideally within a contact centre environment

• Proven experience leading medium to large teams

• Strong coaching, mentoring and performance management skills

• A proactive, solutions-focused approach with a commitment to continuous improvement

• Strong communication, stakeholder engagement and problem-solving skills

• Ability to analyse operational performance and present clear reports and insights

• Strong computer literacy and the ability to quickly learn new systems

Why join Tunstall?

We offer a range of benefits to support your success and wellbeing:

• Hybrid work after training (3–6 months)

• Competitive salary

• Free onsite gym and coffee machine

• Free parking (onsite and nearby)

• Discounts and benefits through Employment Hero and CommBank

• Fun team events and recognition awards

• Company-paid employee wellbeing counselling

• Learning and performance with a purpose culture

Diversity & Inclusion

At Tunstall, we’re proud to champion diversity in backgrounds, experiences, and perspectives. We warmly welcome applications from Aboriginal and Torres Strait Islander peoples, as well as individuals across all communities, identities, and lived experiences.

Ready to Apply?

You need to have the appropriate Australian work eligibility rights, plus we make the onboarding process easy, by covering the cost of required checks once you’ve got the role:

• Police Check

• Working with Children Check (Blue Card)

• NDIS Worker Check

If you want a role with real purpose, APPLY NOW and join a team where every call matters.