Employee Benefits + discounted financial productsJoin Our Team as a Dynamic Customer Service Manager!Are you passionate about delivering exceptional customer experience and leading a high-performing team?We are looking for a dedicated and dynamic Customer Service Manager to join our North Rockhampton team.In this role, you'll be at the heart of our branch operations, ensuring top-notch service standards and driving productivity.As a Customer Service Manager, you'll be the driving force behind our branch's success.You will support the Executive Branch Manager in motivating and guiding a team of up to 5 members, ensuring operational compliance excellence and consistently exceptional customer experiences.Your responsibilities will include 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.You'll 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.You will play a crucial role in developing and growing the skills and capabilities of our Customer Service Officers, ensuring they meet their scorecard requirements, uphold our BOQ values, and deliver excellent service experiences.About youYou are a dedicated professional with a proven track record in supporting customers to achieve their financial goals.Your background includes motivating and coaching a team to achieve excellence, managing risk and ensuring compliance with business and audit obligations, and having financial services, commercial, or lending experience.An understanding of the Banking Code of Practice and other Financial Sector compliance requirements is essential.Your exceptional customer service orientation and relationship-building skills set you apart. 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 analyze and present alternative solutions, relying on previous experience and advanced problem-solving skills, makes you a valuable asset.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.About UsBOQ 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 (BOQ), 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 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.Flexible working arrangementsDiscounted financial productsSalary sacrificing optionsPaid parental leave with no minimumPurchase annual leaveDiscounted private health insurance planEmployee Assistance Program (EAP)Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibilityHow to ApplyTo apply for this role at #boqgroup #retailbanking, follow the links or apply via our Careers Page.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.
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