Customer Support Manager

Are you looking for a career with endless opportunities? There's more to us than banking.

We're P&N Bank. We're proudly based in Western Australia and are part of P&N Group, which is amongst the largest customer-owned banking groups in Australia.

Our purpose is to enrich the lives of our customers and their communities, and we take pride in offering a genuine banking alternative to those who are looking for competitive and convenient retail banking services and outstanding customer experiences.

P&N Bank has 14 branches serving members across Perth, Mandurah and Bunbury, alongside a vibrant Perth Head Office and Contact Centre.

About P&N GroupP&N Group is represented by P&N Bank in WA and BCU Bank in New South Wales and southeast Queensland. With over $8 billion in assets and a head office in Perth and corporate offices in Coffs Harbour and Brisbane, we service over 180,000 customers across Australia from all walks of life supported by over 600 employees in group services, retail banking, broker, and business banking roles.

We believe our culture is a real point of difference, and our values – Focus on Members, Improve & Learn and Trust & Collaborate – are fundamental to our ways of working. We offer a collaborative and inclusive workplace where our people feel a strong sense of belonging, are recognised, invested in, cared for, and are part of something bigger.

As part of our ongoing strategic customer-centric transformation, we're focussed on making it even easier to bank with us for our customers of today and the future.

About the Role

Motivated and ready to take the next step in your leadership journey?

As a Customer Support Manager, you will lead and drive sales and service performance and growth of designated teams to assist customers in fulfilling their banking and insurance requirements.

This role is responsible for upholding P&N Bank brand values and supporting the delivery of our strategic purpose by leading teams to provide a positive member experience.

• Ensure that a high level of customer service is provided across all channels as measured by team and centre performance.
• Uphold P&N Bank brand values when interacting or communicating with customers (including potential customers), internal stakeholders and external providers.
• Engage, motivate and support team members to achieve and exceed team sales, service targets, and standards.
• Encouraging team members to deepen customer relationships through adherence to the Enrich framework.
• Support other teams to maintain a cohesive and supportive culture.
• Build a cohesive high-performing work group by clarifying accountabilities, keeping commitments, encouraging ideas and continual learning.
• Actively lead, participate and apply learnings in all coaching sessions and leadership routines. Identify skills gaps and provide coaching to improve performance.
• Provide proactive and timely guidance and coaching to ensure all team members are aware of and comply with applicable regulations, legislation, delegations, policies and procedures.
• Promote a culture which encourages team members to identify and raise risk and compliance issues or concerns. Escalate risk events and share learnings where appropriate.
• Actively contribute to the development and implementation of new systems and processes as required (department or organisational).
• Identify, communicate and implement opportunities to improve efficiencies, processes or systems.

What will you Bring?

We are seeking a leader or a leader in waiting who will ensure customer experience is always the core focus of the team and who can demonstrate:

• Previous sales and service management/leadership experience in a Banking/Financial Services environment.
• Experience in the delivery of service and sales in a busy, outcomes focussed environment.
• Ensure that the customer experience is a driving force behind business decisions and activities; implementing service practices that meet customers' and own organisation's needs.
• Proven success in coaching individuals and teams to achieve outstanding results in a service environment.
• Experience successfully leading high performing teams, building across team relationships and influencing business decisions
• Strong communication skills with the ability to effectively engage and influence.
• Skills in supporting teams through change; promoting resilience and adaptability.
• Well-developed analytical and problem-solving skills, with the ability to identify opportunities for process improvement or innovation.
• Strong risk and compliance focus. Ability to identify risk and escalate where appropriate.
• Ability to manage time and adapt to changing priorities is essential.

What we can offer you

There's life at work, and life outside of work – and we understand that.

P&N Group is committed to creating a satisfying and fulfilling working environment, offering employee benefits and development opportunities that reward and help you perform to your potential and expand your experience and learning.

To help you live your best life through work, we offer an extensive range of employee benefits.

• Work for a national multi-brand, customer-focused organisation.
• Enjoy flexible work arrangements.
• An incentive scheme for exceptional performance.
• Be supported with leadership and professional development.
• 12 weeks paid parental leave for the primary care giver, and three weeks for the non-primary care giver.
• Generous discounts on home loans, personal loans, insurance and other banking products and services.
• Up to two weeks' additional purchased leave per year.
• Two days' paid volunteer leave each year to use with a community partner of your choice.
• An Employee Assistance Program.

At P&N Group, we want to leverage the numerous benefits and innovative gains that a diverse workforce brings, and especially the high engagement that comes from a culture built on belonging and inclusion. We encourage people of all abilities, backgrounds, identities, ages, and cultures to apply.

If you need assistance or require flexibility to be able to fully participate in the application process, please email us at  

To find out more about what it's like to work us, visit

If this position appeals to you, and you believe you will be able to make a positive contribution to the team we would love to hear from you

Please apply with your current resume, and a cover letter outlining your skills and experience by 26/11/2025.

(Note candidate screening and interviews may be conducted prior to the closing date of the job advert).