We are seeking an experienced and motivated Customer Service Manager (CSM) to lead our Canberra Branch and deliver an exceptional customer and team experience.
As Customer Service Manager, you will be responsible for overseeing the day-to-day operations of the branch, driving customer service excellence, managing resources effectively, and supporting the growth and development of your team. Working closely with the Area Manager, you will lead by example and foster a high-performing culture.
Why join us
- We have big plans to become Australia’s leading purpose-driven bank.
- As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, balancing profit and purpose.
- 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 14% 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
- Lead the daily operations of the Canberra Branch, ensuring compliance, operational effectiveness, sound cash management, and an outstanding customer experience.
- Take ownership of branch-related issues and enquiries, maintaining accurate records and delivering timely, professional resolutions for customers and stakeholders.
- Ensure the branch environment is welcoming, professional and aligned with Bank Australia’s brand and marketing standards.
- Provide leadership, coaching and operational guidance to branch staff, ensuring resources are effectively allocated to meet business objectives.
- Support team capability and performance through ongoing coaching, training, performance reviews and development planning.
- Inspire and empower team members to act as trusted advisers, digital banking advocates and ambassadors within the local community.
- Proactively identify, manage and mitigate operational risks while ensuring compliance with all relevant legislation, policies and procedures.
- Promote a culture of continuous improvement, collaboration and customer-centric service delivery.
What you will bring
- Previous experience in retail banking, with a strong understanding of branch operations and customer service excellence.
- Proven leadership capability, including coaching, developing and motivating teams to achieve strong performance outcomes.
- Excellent communication and relationship-building skills, with the ability to influence, resolve issues and engage effectively with customers and stakeholders.
- Strong organisational, problem-solving and time management skills, with the ability to manage competing priorities in a fast-paced environment.
- Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.
By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.
Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.
