Service Hub Team Manager

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ABOUT WILSON PARKING:

More than 500 car parks. One big ambition.

Wilson Parking is one of Australia's most recognisable names in parking — managing 500+ sites nationally and powering the parking experience for hundreds of thousands of drivers every day. Our Contact Centre is the engine room behind that experience, and we're in the middle of an exciting evolution in how we serve our customers and support our operations.

Our team consistently delivers industry-leading results across customer satisfaction, service quality and operational performance. And the industry has noticed.

Award‑Winning Service. Industry‑Recognised Performance.

• Contact Centre Transformation Award — Customer Contact Week, May 2025
• Service Excellence (Medium Contact Centre) — CSIA, November 2025
• Winner: Service Excellence [CSX] — ABA100®, November 2025
• Company of the Year — Transportation (Medium‑size) — Stevie® International Awards, August 2025

ABOUT THE ROLE:

• Melbourne, CBD, office location
• Full-time permanent position
• Monday – Friday
• Newley created position
• Competitive salary + Free parking
• Scope to grow into a larger leadership role
• Opportunity to build something from scratch

This isn't a steady-state role. It's a build.

Wilson Parking is in the middle of a major transformation — and the Service Hub is the newest and most exciting piece of that puzzle. The Service Hub sits inside our Contact Centre and exists to absorb complex product administration and operational admin tasks, freeing our frontline teams to focus on what they do best: delivering exceptional customer experiences.

You'll lead a small team based in Melbourne and Manila, with real room to grow as we expand scope nationally. You'll work closely with our operations team to get onboarded quickly, and then you'll take the reins.

WHAT YOU'LL ACTUALLY BE DOING

Own the hub. Drive the outcomes.

• Stand up the Service Hub from the ground up — leading onboarding, process adoption, workflow design and team rhythm from day one
• Lead and coach a small, cross-geography team based in Melbourne and Manila through daily operations, performance conversations and continuous improvement
• Oversee the end-to-end administration of product and operational admin tasks — managing pricing, system updates, and back-office processes that keep the business running smoothly
• Collaborate with internal stakeholders across Sales, Operations and the broader Contact Centre to ensure seamless handoffs and clear accountability
• Build and own a productivity tracking system, reporting on team output and identifying efficiency opportunities as the team and scope grow
• Support the expansion of the team's scope nationally — this is a role that will grow with you

QUALIFICATIONS & EXPERIENCE:

• Proven experience managing teams in an administrative, operations, or contact centre environment
• Strong leadership skills with the ability to motivate and develop high-performing teams
• Excellent written and verbal communication skills
• Experience working across multiple systems with solid MS Office capability
• Strong understanding of contact centre or back-office operations and performance metrics
• Highly organised with strong attention to detail and process-driven mindset
• Advanced problem-solving skills with a proactive approach to issue resolution
• Ability to thrive in a fast-paced, evolving environment