Customer Service Manager

Overview

BOQ Group is seeking a Customer Service Manager to join the Retail Banking team in Mackay. This role leads day‑to‑day operations, coaches and motivates Customer Service Officers, and supports the Executive Branch Manager in developing the team to deliver outstanding customer experiences.

Your focus will be on driving operational compliance and risk management through iSMART processes, while championing proactive customer engagement strategies to grow branch assets and liabilities.

You'll identify and close knowledge gaps, ensuring your team is equipped to deliver outstanding customer experiences. You'll foster a culture of continuous development, aligning team performance with BOQ values and scorecard goals.

This is your opportunity to lead with heart, drive results, and shape the future of customer service in Mackay.

Responsibilities

• Manage day-to-day branch operations and uphold service excellence across the branch.
  
• Coach and motivate Customer Service Officers in partnership with the Executive Branch Manager.
  
• Drive operational compliance and risk management through iSMART processes.
  
• Champion proactive customer engagement strategies to grow branch assets and liabilities.
  
• Identify and close knowledge gaps; ensure the team is equipped to deliver outstanding customer experiences.
  
• Foster a culture of continuous development and align team performance with BOQ values and scorecard goals.
  
• Lead with heart, drive results, and shape the future of customer service in Mackay.
  

About You

• Natural leader with a passion for helping customers achieve their financial goals.
  
• Experience in financial services, lending, or commercial banking with skills to manage risk, ensure compliance, and coach teams to success.
  
• Strong understanding of the Banking Code of Practice and financial sector compliance; ability to motivate and guide teams toward excellence.
  
• Exceptional customer service and relationship-building skills; confident in navigating ambiguity and making sound decisions under pressure.
  
• Problem-solving ability with a bias toward thoughtful, risk-aware solutions; committed to continuous improvement and community engagement; capable of inspiring others.
  

About BOQ Group

BOQ Group is a unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees. Our brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist) each serve their own customer audience and brand personality, but share one goal – to build social capital through banking. We are committed to diversity and to fostering an inclusive workspace that reflects the communities we serve. Since 2021, BOQ Group has been recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). In 2023, we implemented a Reconciliation Plan to promote inclusivity across BOQ Group.

Our Benefits

• Flexible working arrangements
  
• Discounted financial products
  
• Salary sacrificing options
  
• Paid parental leave with no minimum
  
• Purchase annual leave
  
• Discounted private health insurance plan
  
• Employee Assistance Program (EAP)
  
• Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility
  
• BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index
  

How To Apply

To apply for this role at BOQ Group, 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 share pronouns and to indicate any reasonable adjustments you may need during the interview process. If you are successful, background screening is required to comply with the Anti-Money Laundering and Counter-Terrorism Financing Act, including identity, verification, references, criminal background checks, immigration checks, verification of academic qualifications, and bankruptcy checks.

Please no agency applications.

Referral Program

This role is eligible for our Referral Bonus Program (internal employees only). To refer a friend, please follow these steps: Follow this link: External Job Advert; Click on Send job to a friend.

Seniority level

• Mid-Senior level
  

Employment type

• Full-time
  

Job function

• Other
  

Industries

• Banking, Retail, and Consumer Services
  

Referrals increase your chances of interviewing at BOQ Group by 2x.

Mackay, Queensland, Australia

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