Team Manager

2 weeks ago

Melbourne, Victoria, Australia Commonwealth Bank Full time

We have an exciting opportunity for an experienced Team Manager to mentor, coach and develop a team of Customer Care Specialist in our Estate Settlement and Support Team in Melbourne.


See yourself in our team
Contact Services, Estate Settlement and Support are responsible for responding to inbound enquiries relating to deceased estate matters. We act as the interface between the customer and the Estate Settlement and Support Processing Teams.

This involves being the concierge between Branch and informant during a new deceased notification process; and assisting callers on existing estate matters.

Our customer value proposition is 'Simply and Safely Meeting Our Customer's Needs-Brilliant When It Matters'.

As an Estate, Settlement and Support Team Manager you are expected to bring these words to life and coach your Team to provide high levels of empathy and emotional intelligence during interactions whilst adapting communication style to different demographics and stakeholders.


About you
As a Team Manager, you will be a passionate People Leader with Contact Centre Leadership exposure.

You will have demonstrated experience working with a Team that deals with vulnerable individuals, with the ability to coach and guide them to navigate a difficult situation.

Coaching and development is one of your greatest strengths, equipping you with the ability to inspire and motivate the Team to successfully handle challenging conversations and deliver empathetic customer service, in each and every interaction.


Compassion is key, your kind and caring nature drives you to help others, making you successful as an Estate Settlement and Support Team Manager.


Do work that matters


Our Estate Settlement and Support Team are a critical support function for our customers who are going through a difficult situation involving the loss of a loved one.

Our consultants provide customers peace of mind and provide solutions to complex situations where a high level of empathy and strong service is at its core.

The team deals with a multitude of challenging calls where your leadership, empathy, support and guidance for our Team is crucial.


Other core responsibilities include:

  • Effective communicator
  • Inherent desire and capability to deliver customer service excellence and identify and drive continuous improvement initiatives and organisational change
  • Strong data analytics, problem solving and decision making skills
  • Strong influencing and negotiation skills and superior relationship management capability
  • Demonstrated experience in driving performance and engagement through coaching
  • Achieve or exceed individual and team performance targets
  • Grow and develop the Team in support of their career aspirations
  • Develop and maintain strong professional relationships with cross business unit colleagues that support the achievement of broader team goals and objectives

Working from home
If working from home you will need to supply the following (at your own cost)

  • Strong internet connection
  • Ergonomic desk and chair
  • Private area
  • 2 monitors
  • Keyboard
  • Docking station
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Advertising End Date: 26/04/2023

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