Customer Service Manager

Posted: 09/04/2025

Closing Date: 23/04/2025

Job Type: Permanent - Full Time

Location: Brisbane

Job Category: Banking and Financial Services

Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.

We’re growing fast as more people choose to align their banking with their values. We’re a customer owned, B Corp certified bank. We empower our staff and 190,000+ customers to be part of the clean money movement.

The Customer Service Manager (CSM) is responsible for managing the day to day retail operations of the branch, resource management and staff development with the support of the Area Manager. The CSM will lead by example, be self
- driven and exhibit exceptional service delivery and support.

We currently have a permanent, full time opportunity for a Customer Service Manager to work in our West End branch. The successful applicant will be self-motivated, have excellent communication and interpersonal skills and enjoy working in a team environment.

**Why join us**
- We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
- As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
- Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
- We offer flexible working options, competitive salary and 13% super.
- Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
- We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
- We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
- We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
- We care for a conservation reserve - where we work with key partner organisations to protect threatened species and involve staff in conservation.

**What you will be doing**

**Retail Branch Operations**:

- Responsible for the day to day operations of the branch which includes cash management, ensuring full compliance with all procedures and processes.
- Lead and manage day to day branch operations with focus on consistent delivery of excellent customer experience in line with our online-led distribution strategy
- Work independently and takes ownership of issues, including accurate and proper records management and tactful resolutions of queries and escalations from both internal and external customers.
- Ensure that branch premises are properly maintained and aligned to the Bank’s marketing guidelines.
- Provide operational support to employees including guiding them on the Bank’s policies and procedures on operational matters.
- Effectively manage the resource allocation of the branch to meet the needs of the business

**Employee Development**:

- Ensure retail employees are adequately trained to perform their duties and promote ongoing training in line with our online-led strategy.
- Ensure employees are trained to deliver the role of being an online ambassador, advisory problem solver and community champion.
- Online Ambassador - ability to educate customers utilising our digital services to stay connected with the bank and perform transaction 24/7 (self service)
- Advisory/Problem solvers - empower employees to confidently perform within their authority to make decisions and minimise customer contact points.
- Community Champions - Promote Bank Australia within our local community and build meaningful relationships with value aligned community groups / businesses.
- Set performance objectives and undertake reviews for direct reports; and
- Implement development plans for all retail employees.

**Risk Management**
- Identify, assess and mitigate risks associated with our retail services in accordance with the banks Risk Management Policy.

**Compliance**
- Ensure the banks retail activities comply with all relevant legislation, policies and procedures; and
- Other reasonable duties as directed by the Area Manager from time to time.

**What you will bring**
- Previous banking experience within a retail environment
- Experience in coaching and developing employees including people performance management
- Ability to work effectively in a team environment
- Ability to lead and motivate a team
- Ability to adapt and respond to change
- Excellent communication and interpersonal skills
- Ability to effectively determine priorities and allocate wor