Matthew Taite, Customer Services Operations Manager, Toll

Matthew Taite is the Customer Services Operations Manager at Toll. As part of Toll’s relocation operations team, he leverages deep operational expertise, customer insight, and technology to enhance service delivery and stakeholder experience. Matthew has led initiatives spanning customer communications, centralised knowledge management, workflow automation, and the development of digital tools that improve service consistency, accessibility of information, and operational effectiveness across teams.

Award submission
Matthew’s submission focused on improving the relocation experience through more proactive communication and stronger operational capability. He led initiatives including automated relocation timeline communications, stage-gate emails, customer push notifications and a centralised Team Knowledge Centre, alongside digital workflow and reporting tools designed to improve transparency for relocating customers and access to reliable information for service teams