About The Role
We are seeking a dedicated and dynamic Customer Service Manager to join our Mackay City Branch.
In this role, you will be responsible for managing the day-to-day operations and service standards of our branch. You will support the Executive Branch Manager in motivating and guiding a team to increase productivity, maintain operational compliance excellence, and deliver consistently exceptional customer experiences.
This position involves direct line management responsibility for up to five team members.
As a Customer Service Manager, you will oversee and manage the iSMART operational requirements for the branch, identify and resolve knowledge gaps within the team, and protect the bank, colleagues, and customers from loss and risk.
You will also support customers with their banking needs and identify business opportunities for branch asset and liability growth through proactive customer contact strategies and diary management.
Additionally, you will play a crucial role in developing and growing the skills and capabilities of Customer Service Officers within the business to ensure the delivery of their scorecard requirements, our BOQ values, operational efficiency, and excellent service experiences for our customers.
About You
You are a dedicated professional with proven experience in supporting customers to meet their financial goals.
Your background includes motivating and coaching a team to achieve excellence, as well as managing risk and ensuring compliance with business and audit obligations. You bring financial services, commercial, or lending experience, and your understanding of the Banking Code of Practice and other Financial Sector compliance requirements is essential.
Your customer service orientation is exceptional, and you have demonstrated relationship‐building skills. You possess strong negotiation skills and have a talent for inspiring others to perform in accordance with clear expectations and goals. You consistently enable others to achieve their potential.
Your ability to analyse and present alternative solutions, relying on previous experience and advanced problem‐solving skills, sets you apart. You make timely and sound choices, having appropriately considered risks and benefits, and consult requisite facts and figures to help inform or guide your decisions.
You understand your own scope and accountability and embrace the opportunity to determine the best course of action. You manage ambiguity and conflicting priorities that affect organizational performance and risk effectively.
You create a climate for continuous improvement and enjoy networking with others and being involved in the community.
Benefits
Our comprehensive benefits package is designed to enhance your well‐being, provide financial security, and foster a sense of community and inclusion.
* Flexible working arrangement – Balance your work and personal life with ease.
* Discounted financial products – Enjoy exclusive rates on our financial services across the Group.
* Salary sacrificing options – Maximise your take‐home pay with our salary packaging options.
* Paid parental leave with no minimum requirements – Spend quality time with your new family member without any worries.
* Purchase additional annual leave – Need more time off? You can buy extra leave days.
* Discounted private health insurance plan – Take care of your health with our special rates.
* Employee Assistance Program (EAP) – Access confidential support for personal and professional challenges for you and your family.
* Access to employee network groups – Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
* Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.
EEO Statement
BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. We welcome you to tell us the pronouns you use and let us know any reasonable adjustments you may need during the interview process.
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