Manager, Customer Assist

People's Choice Credit Union – Brisbane QLD Make a difference for customers when it matters most. Are you a people‑first leader who thrives on building capability, supporting vulnerable customers, and driving high‑performance outcomes? People First Bank is seeking an experienced and passionate leader for our Manager, Customer Assist role—to lead our dedicated Customer Assist, Hardship and Administration teams. About the role: Reporting to the Senior Leader, Customer Assist, you will lead a team dedicated to providing empathetic, effective, customer‑focused support. You will blend operational leadership with a coaching mindset, ensuring your team consistently delivers exceptional outcomes for customers and the bank, while supporting our customers navigating moments of financial difficulty with care and compassion. This team is at the heart of our purpose—putting people first every day. You’ll be empowered to: Lead and develop a team of Customer Assist, Hardship and Administration Officers Drive strategies to reduce delinquency and minimise bad‑debt write‑offs Foster a culture of empathy, accountability and customer centricity Maximise operational efficiency and ensure service levels are met Provide support for complex or escalated customer matters Conduct quality assurance reviews and ensure accurate reporting Build strong partnerships across the business Balance strategic leadership with hands‑on operational support Promote a strong risk culture and uphold WHS standards Location: This role will be leading our Queensland‑based teams out of our Toowoomba and Brisbane head offices. You will need to be based out of either of these locations and be willing to travel for team visits. About you: You’re an empathetic and capable leader who thrives in a customer‑first environment. You bring a strong coaching mindset, the ability to navigate operational complexity, and a genuine passion for supporting both your team and customers through challenging situations. You communicate confidently, adapt to change with ease, and consistently drive high‑quality outcomes. You will bring: Proven leadership experience with the ability to build capability and drive high performance Strong communication skills and confidence applying relevant legislation in daily operations A customer‑centric approach with empathy, resilience and a commitment to supporting vulnerable customers A continuous improvement mindset, identifying opportunities to increase efficiency and enhance service delivery Tertiary qualifications in Management or Finance will be highly regarded Why you’ll love working with us: People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment. Flexibility and hybrid working arrangements. Enhance your salary with discounts on banking, health insurance, and shopping across Australia. Advance your career with training, study support, and project opportunities. Competitive leave benefits that empower employees to take time for themselves and loved ones. Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program. Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives. Be recognised for your contributions through our peer‑driven recognition program. A bit about People First Bank: In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited – Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand – People First Bank. We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian‑based contact centre and branches across five states. With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work. Apply online now: If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume by EOD Wednesday 17th December 2025 . As we approach the festive season, please note that our team will be out of the office from Monday, 22 December 2025, to Friday, 2 January 2026. If we are unable to contact you before this period, we will be in touch upon our return in the new year. Be careful – Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr