Customer Service Coaching Manager

This is a Customer Service Coaching Manager role with Commonwealth Bank based in Ascot, WA, AU
== Commonwealth Bank ==

Role Seniority - mid level

More about the Customer Service Coaching Manager role at Commonwealth Bank

Full Time, Perth WA

A bit about the role:

Bankwest is adopting new ways of working and embracing new technologies to meet rapidly changing customer needs in today's digital economy. This is a great opportunity to be part of an amazing team building solutions for the future. As our Customer Service Coaching Manager, you'll join a passionate team focused on empowering our customer-facing colleagues to deliver outstanding service. You'll be part of a culture that values curiosity, collaboration, and continuous learning—where your coaching expertise will help shape the future of how we support our customers.

Your day-to-day:

• Use your coaching expertise to uplift capability and drive exceptional customer outcomes

• Partner with leaders and team members to embed best-practice coaching and training

• Be a trusted advisor, shaping performance through data, feedback and continuous improvement

• Deliver impactful coaching and training—both virtually and in person

• Support the development of junior coaches and contribute to the evolution of our coaching frameworks

• Identify opportunities, resolve challenges, and embed a strong risk and compliance culture

A bit about you:

• Collaborative and passionate about driving business performance

• Strong communicator with the ability to influence, motivate and uplift others

• Curious and committed to continuous improvement

• Customer-first mindset

• Data-driven and observant in assessing capability and driving service excellence

We're interested in hearing from people with:

• Proven experience in coaching, training delivery, and performance assessment

• Ability to influence senior stakeholders to inform strategic direction

• Ability to identify performance trends and set relevant business focus areas and metrics

• Strong communication and stakeholder management skills

• Experience using data and feedback to shape performance

• A track record of driving service excellence and capability uplift

A bit about us:

We're on a mission to become Australia's favourite digital bank—a big transformation from our roots as one of Australia's oldest banks, to a bank made for the needs of now. We're placing the focus solely on our customers, as we deliver products that are more useful and experiences that are more intuitive – to make banking seriously uncomplicated.

And we know we've got what it takes. It's no secret that our weapon is our people, who foster a culture of bold ideas, curiosity and desire for change.

In turn, colleagues benefit from flexible work arrangements, unique career opportunities and a workplace where everyone feels valued and empowered. We prioritise diversity and equality, because we know that a safe and inclusive work environment is vital for doing great work.

We say our culture is "Made by Us". And we're really proud of that. See what we're all about here: https://www.youtube.com/watch?v=wvo2udK8ZFw

The benefits:

• Flexible working so that you can balance life in a way that works for you

• The resources you need to grow your career and develop to your full potential

• Annual volunteer leave so that you can give back to the causes close to your heart

• A range of work perks across financial, lifestyle and general wellbeing initiatives

Meaningful recognition that rewards great work with great rewards

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 29/08/2025

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the Commonwealth Bank team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities

• Uplifting capability
• Embedding best practices
• Delivering impactful coaching

Key Strengths

• Coaching expertise
• Strong communication skills
• Data-driven mindset
• Performance assessment experience
• Stakeholder management
• Service excellence

Why Commonwealth Bank is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Commonwealth Bank not with Hatch.

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