Job Description
Service Hub Team Manager
Date: 15 Apr 2026
Location: Melbourne, VIC, AU
Custom Field 1: Wilson Parking Australia 1992 Pty Ltd
.
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
Date: 15 Apr 2026
Location: Melbourne, VIC, AU
Custom Field 1: Wilson Parking Australia 1992 Pty Ltd
.
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
💡 Quick Summary
Seeking a career-building opportunity? The Service Hub Team Manager position is now open for candidates interested in the Back Office Jobs sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Back Office Jobs is a plus.