Since 1977, King Living has pioneered quality Australian design, continually pushing the boundaries of what furniture can achieve. Designed to adapt to our changing lives and last for generations, our furniture marries the power of innovation with traditional handcrafted methods.

King Living has expanded from a homegrown business into a global brand. A family owned and run Australian company headquartered from our Support Centre in Sydney, our Showrooms and manufacturing centres span Australia, New Zealand, United Kingdom, Canada, Singapore, Malaysia, China and Thailand.

At King Living, we are dedicated to creating simplicity and balance in both our living spaces and our work environment. We take pride in our past accomplishments and are thrilled by the possibilities of the future.

The Opportunity

We are seeking a Team Manager – Warranty Specialist with a passion for people leadership and a drive to deliver outstanding service outcomes. In this role, you will lead and develop a team of consultants focused on complex warranty and after-sales service, customer satisfaction, and process efficiency across the entire warranty case lifecycle. With a strong focus on ownership, analytics, and cross-functional collaboration, you will play a pivotal role in refining warranty operations, reducing escalations, and championing a customer-first approach backed by data and automation. This is a unique opportunity to lead service excellence while working closely with stakeholders across the business to elevate the warranty experience for our customers.

The Role

• Lead, coach, and support a high-performing team of consultants, fostering a culture of ownership, engagement, and continuous improvement.
• Set and monitor team KPIs related to case resolution, backlog management, and customer satisfaction.
• Conduct regular coaching sessions and team huddles to drive accountability, alignment, and performance.
• Oversee the end-to-end warranty claims process, ensuring consistency, policy compliance, and quality assurance.
• Implement structured triage and case assignment processes to optimise efficiency and case ownership.
• Collaborate with our various support teams to streamline offshore case handling and workflow integration.
• Identify and analyse claim trends, sharing insights with Product and Quality teams to inform design and improvement initiatives.
• Maintain accurate documentation and reporting through Salesforce and Customer 360 dashboards.
• Utilise AI-powered tools for analytics, case prioritisation, and automation to enhance team productivity and service speed.
• Act as the escalation point for complex or disputed warranty cases, ensuring timely and fair resolutions.
• Liaise with key departments including Product, Logistics, Service, and Customer Relations to resolve cross-functional cases effectively.
• Partner with Process and Systems Integration teams to enhance Salesforce workflows and improve Customer 360 visibility.
• Drive ongoing improvement by identifying and eliminating inefficiencies, reducing customer effort, and maintaining a comprehensive warranty knowledge base.

About You

• Proven experience in warranty or claims management, ideally in a consumer goods or retail environment.
• Demonstrated leadership experience with a track record of coaching and managing high-performing teams.
• Excellent analytical and problem-solving skills with a focus on data-led decision making and continuous improvement.
• Experience with CRM systems, particularly Salesforce and Customer 360, for case tracking and service reporting.
• Familiarity with AI tools and their practical application in case management and customer service workflows.
• Confident communicator with strong stakeholder management and conflict resolution capabilities.
• Ability to work cross-functionally and influence outcomes across varied business units.
• Detail-oriented, process-driven, and committed to delivering exceptional customer experiences through efficient and transparent warranty practices.

King Living Benefits and Our Offer to You

• Free onsite parking with sustainable EV options available
• Complimentary on-site barista and fantastic social atmosphere
• Career development and ongoing product training
• Ability to customise product offerings, on all our award-winning designed furniture
• Supportive and friendly team environment with a true family feel
• Generous employee, family, and friends ‘product discounts
• Discounted health insurance, retail brands and vouchers
• Paid Parental leave
• Australian owned company with a growing global footprint
• EAP to support your ongoing health and wellbeing.

King Living is an equal opportunity employer, all applicants will be considered regardless of your race, sexuality, religion, colour, gender identity or parental status.

To be considered for this role you must be an Australian Citizen or Permanent Resident with full working rights to work and live in Australia.