Customer Service Manager

1 week ago

South Melbourne, Australia HSBC Full time

-Job description

**Some career choices have more impact than others.**

At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services, bonus leave days and wellness programmes including discounted gym memberships.

Wealth and Personal Banking (WPB) ambition is to become Australia’s #1 International Retail Bank, to focus on the internationalist customer and to build a progressive bank for the future. We are investing in long term growth including expanding our Branch network and digital capability to deliver a premium service to our high net worth customers

This role is an excellent opportunity for you to make a difference and advance your career as a Customer Service Manager supporting our South Melbourne Branch.

**Your main responsibilities will include**:

- Lead, develop and manage the front line team to achieve business objectives.
- Handling customer complaints in a prompt, service oriented and efficient manner.
- Coordinating customer service and branch administrative operations.
- Identifying cost savings opportunities and maintaining a strict cost discipline.
- Assisting in coordinating weekly team meetings, as well as coaching and mentoring sessions for staff.
- Ensuring relevant messages are promoted and communicated effectively to staff.
Requirements

**To be successful in this role, you will need**:

- Minimum Higher School Certificate or equivalent certification/education, with relevant experience in customer service within a Financial Services environment.
- Superior customer service skills, including the ability to handle customer complaints and complex issues.
- Strong communication skills and relationship building skills.
- An ability to manage multiple issues with competing deadlines with flexibility and adaptability.
- Well-developed problem solving ability and a high level attention to detail.
- Exposure to leading, coaching and managing a team (highly regarded)

We value different perspectives, we succeed together, collaborating across boundaries, we take responsibility, holding ourselves accountable to get things done. Through these values, HSBC is committed to building a culture where all employees are appreciated and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment.

Applications from First Nations peoples are encouraged.

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