Expert Banking Services Professional

1 week ago

Brisbane, Queensland, Australia beBeeLeadership Full time $76,515 - $78,000
About the Position:

As a Banking Services Leader, you will oversee the entire customer journey from initial inquiry to post-sales support. This pivotal leadership role is designed for hands-on managers who excel in technical environments.

You will lead a team dedicated to providing exceptional service to knowledgeable B2B clients, requiring a blend of people leadership, process improvement, and deep understanding of customer needs in technical industries.

Key Responsibilities:
  • Team Leadership & Development:
    • Lead, mentor, and motivate a team of customer service specialists, fostering a culture of high performance, continuous improvement, and technical knowledge sharing.
    • Manage the employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
    • Provide daily direction, constructive feedback, and coaching to ensure your team handles complex inquiries and provides accurate expert advice.
  • Customer Service Strategy & Process Improvement:
    • Develop, implement, and review customer service policies, programs, and procedures to enhance the customer experience and align with company goals.
    • Analyse key performance metrics to drive operational efficiency, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
    • Liaise closely with technical, sales, and warehouse teams to streamline workflows, resolve escalated issues, and ensure seamless responses to customer expectations.
  • Technical Customer Relations & After-Sales Support:
    • Plan and implement robust after-sales initiatives to proactively follow up on customer satisfaction, ensure part performance, and gather vital feedback.
    • Act as a key point of contact for escalated issues, utilising problem-solving skills and technical understanding to achieve satisfactory resolutions and maintain strong relationships.
    • Collaborate with service agents and internal units to identify trends in customer feedback, modifying and improving service offerings to better serve the market.

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