About the Role
We are seeking a dedicated and dynamic Customer Service Manager to join our Morley 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 5 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 inspiring and coaching a team to achieve excellence, as well as managing risk and ensuring compliance with business and audit obligations. You have financial services, commercial, or lending experience. 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 organisational performance and risk effectively. You create a climate for continuous improvement and enjoy networking with others and being involved in the community.
Our Benefits