Service Manager

**Closing date**: Wednesday 11th September**

**Position Description**:PD - Service Manager (21.08.24) (2).pdf

**Your new role with Bendigo Bank is just a few clicks away.**

**About the role**

As our **Service Manager **you will report to the **Head of Consumer Service **and will bring your seasoned leadership skills along with industry experience to our fabulous team and help shape the future of customer service within Bendigo Bank. As our new Service Manager, you will involve others in problem solving and decision making, and sets clear role expectations of staff whilst providing regular feedback on performance.

As a seasoned leader, you will understand what motivates different individuals and takes a coaching approach to their development. This will work in tandem with your in-depth understanding of performance management, conduct management and is able to consistently address negative behaviours via documentation and inclusion of People and Culture. You will furthermore participate in the business planning processes and translate business plans into clearly articulated operating rhythms that support successful implementation across the division.

As our new **Service Manager** you lead by example in ‘Leading/managing’, ‘coaching and mentoring’ a team of Contact Centre Team Leaders and consultants in the delivery of Service Excellence, Compliance, Employee and Business need, and you regularly monitor service levels of the Contact Centre and makes necessary tactical adjustments as required. You furthermore, ensure the Contact Centre Team Leaders effectively manage resources to achieve daily business needs and strategic objectives alongside overseeing the day-to-day management of Complaints/RG271 and provides recommendations to the Head of Customer Service on resolution as required. You will work closely with the Workforce Planning team and provide assistance and support to the ongoing issues pertaining to staffing levels, recruitment and attrition strategies in retaining part time and permanent staff.

**About you**

As our new **Service Manager**, **you will bring the following skills**:

- Leadership experience working within a complex and high-volume customer service / contact centre environment.
- Demonstrated ability to plan, prioritise and organise work related tasks with high attention to detail, ensuring time pressure deadlines and KPIs are met.
- Ability to analyse and report objectively against data available, providing solutions, recommendations and results via data driven decision-making skills.
- People skills including Compassion, Patience, Trust, Assertiveness and Consistency
- Highly developed communication and written skills, with ability to liaise, consult and negotiate with a variety of individuals.
- Highly developed analytical and conflict resolution skills with the ability to solve problems of a complex nature with positive outcomes.
- Ability to work collaboratively with key stakeholders to achieve business outcomes.
- A passion for customer service with the ability to lead, coach and motivate staff to foster high morale within a contact centre environment.

**We offer flexible work options that put our people first and a hybrid model of minimum x2 days in a local Head Office p/week**

This role is a full time, **permanent,** based at our Adelaide or Ipswich head office locations

**About Bendigo Bank**

With over 7,000 employees, we are Australian’s fifth largest retail bank with a vision our purpose - ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at

**Our perks and benefits**:
Belong to a wonderful team of people. Know how we know they’re great to work with? They told us Great benefits, work life balance and flexibility
- Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that
- We know the last few years have been rough, so we have partnered with **Sonder** as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank

**Still in two minds?**

We love the support recruitment agencies give businesses every day, however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.