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Customer Service Manager

1 month ago

Shellharbour, New South Wales, Australia Smart Financial Full time
Customer Service Manager (People Leader Role)

Smart Financial provides holistic Financial Planning services and has been part of the local Illawarra community since 2007. Founded in Shellharbour Village, our team has experienced significant growth with over 35 staff, driven by our clients' success. We now have our Head Office in Warilla and a strong presence in the Shoalhaven area with a second office in Nowra.

We pride ourselves on being part of the local community and making an impact where we live. We offer holistic financial advice and mortgage broking services, helping clients unlock their best financial future.

We are clear on our vision and direction: to be a leader in providing outstanding client service and to never settle for less.

Since our foundation, we have undergone significant growth and aim to remain at the forefront of the industry. Joining our team, you will enjoy:

  1. Competitive salary & leave benefits
  2. Flexibility in your hours
  3. A vibrant workplace and a genuine desire to continuously improve, with opportunities to share your views on how we can be better
  4. A modern workplace with full kitchen facilities in an open plan office
  5. A supportive workplace culture
  6. Career development and education opportunities
About the role

The Client Service Manager is a vital part of our success. Reporting to the General Manager, your responsibilities will include:

  1. Managing the administration staff daily, including team meetings and achieving business objectives
  2. Overseeing workflow among administration staff
  3. Ensuring team operations align with workflows and practices
  4. Setting standards for client service and engagement, embodying our 'opening night' principle in all customer interactions
  5. Monitoring service standards and addressing bottlenecks
  6. Collaborating with offshore staff
  7. Developing staff-level strategies
About You

You are someone who loves to get things done You enjoy being involved, taking initiative, and bringing energy and passion to your work. You thrive on coaching your team and seeing them succeed—because their success is your success.

The ideal candidate will have:

  • 5+ years of people leadership experience
  • At least 2 years of experience in the advice industry
  • Proficiency in Xplan is desirable but not essential

Additional desirable qualifications include:

  • A qualification in financial services (e.g., Diploma of Financial Service, Financial Planning) — not essential but advantageous
  • Understanding of the advice industry's history and upcoming legislative changes
  • Experience communicating and presenting to senior stakeholders

Interviews will be conducted throughout the advertisement period, and the role may be filled prior to the ad's expiration.

How do your skills match this job?

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Your application will include questions such as:

  • How many years of people management experience do you have?
  • Which statement best describes your right to work in Australia?
  • Do you have customer service experience?
  • How many years' experience do you have as a Financial Planning Manager?

To expedite the process, please include any relevant details that prompted you to report this job ad as fraudulent, misleading, or discriminatory.

What can I earn as a Customer Service Manager?

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