Customer Service Manager

Join to apply for the Customer Service Manager -Gladstone role at BOQ Group 2 days ago Be among the first 25 applicants About The Role Managing the day-to-day operations and service standards of the branch. Supporting the Executive Branch Manager in motivating and guiding a team to increase productivity, maintain operational compliance excellence, and deliver consistently exceptional customer experiences. Direct line management responsibility for up to five team members. Overseeing and managing the iSMART operational requirements for the branch, identifying and resolving knowledge gaps within the team, and protecting the bank, colleagues, and customers from loss and risk. Supporting customers with their banking needs and identifying business opportunities for branch asset and liability growth through proactive customer contact strategies and diary management. Developing and growing the skills and capabilities of Customer Service Officers to ensure delivery of scorecard requirements, BOQ values, operational efficiency, and excellent service experiences for customers. About You Proven experience in supporting customers to meet their financial goals. Background in motivating and coaching a team to achieve excellence, managing risk, ensuring compliance with business and audit obligations. Financial services, commercial, or lending experience with understanding of the Banking Code of Practice and other financial sector compliance requirements. Exceptional customer service orientation and demonstrated relationship-built skills. Strong negotiation skills and talent for inspiring others to perform to clear expectations and goals. Consistent ability to enable others to achieve their potential. Ability to analyse and present alternative solutions, relying on previous experience and advanced problem-solving skills. Timely and sound decision-making, considering risks and benefits, consulting requisite facts and figures to inform or guide decisions. Understanding own scope and accountability, embracing opportunity to determine the best course of action. Managing ambiguity and conflicting priorities that affect organisational performance and risk effectively. Creating a climate for continuous improvement and enjoying networking with others and community involvement. About Us BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees. Our family of brands (Bank of Queensland, ME Bank, Virgin Money Australia, BOQ Specialist) each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That's creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities. BOQ Group's inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve. Since , BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency. In , we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group. Our perks At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth. Benefits 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. How To Apply To apply for this role, follow the links. 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. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process. If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks. Please no agency applications. Seniority level Mid-Senior level Employment type Full-time Job function Other Referrals increase your chances of interviewing at BOQ Group by 2x Get notified about new Customer Service Manager jobs in Gladstone, Queensland, Australia. #J-18808-Ljbffr