Customer Service Manager

About The Role
Are you ready to lead with purpose and make a real impact in your community?

We're looking for a Customer Service Manager to join our Retail Banking team in Mackay City—someone who thrives on delivering exceptional service and inspiring others to do the same.

In this pivotal role, you will manage the day-to-day operations and uphold service excellence across the branch. You'll support the Executive Branch Manager in coaching and motivating your Customer Service Officers.

Your focus will be on driving operational compliance and risk management through iSMART processes, while championing proactive customer engagement strategies to grow branch assets and liabilities.

You'll identify and close knowledge gaps, ensuring your team is equipped to deliver outstanding customer experiences. You'll also foster a culture of continuous development, aligning team performance with BOQ values and scorecard goals.

This is your opportunity to lead with heart, drive results, and shape the future of customer service in Mackay.

About You
You're a natural leader with a passion for helping customers achieve their financial goals.

Your experience in financial services, lending, or commercial banking has equipped you with the skills to manage risk, ensure compliance, and coach teams to success.

You bring a proven ability to motivate and guide teams toward excellence, along with a strong understanding of the Banking Code of Practice and financial sector compliance.

Your customer service and relationship-building skills are exceptional, and you're confident in navigating ambiguity and making sound decisions under pressure.

You have a knack for problem-solving and presenting thoughtful, risk-aware solutions. You're committed to continuous improvement and community engagement, and you don't just manage—you inspire. You create clarity, drive performance, and empower others to reach their potential.

About Us
BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.

Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That's creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

BOQ Group's inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

Our Benefits

• Flexible working arrangements
• Discounted financial products
• Salary sacrificing options
• Paid parental leave with no minimum
• Purchase annual leave
• Discounted private health insurance plan
• Employee Assistance Program (EAP)
• Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility
• BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

How To Apply
To apply for this role at #boqgroup #retailbanking, follow the links or apply via our Careers Page.

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.

If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Please no agency applications.

Refer a Friend
This role is eligible for our
Referral Bonus Program
(internal employees only)

To refer a friend, please follow the steps below:

• Follow this link: External Job Advert
• Click on Send job to a friend