Customer Service Manager

Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.

We’re growing fast as more people choose to align their banking with their values. We’re a customer owned, B Corp certified bank. We empower our staff and 185,000+ customers to be part of the clean money movement.

We currently have a six month, full time contract opportunity for an enthusiastic Customer Service Manager to join our Fitzroy branch. The Customer Service Manager will be responsible for managing the day to day retail operations of the branch, resource management and staff development with the support of the Area Manager.

Why join us

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• 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 13% 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 are the first bank in the world to 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

• Leading and managing day to day branch operations with focus on consistent delivery of outstanding customer experience in line with our online-led distribution strategy
• Responsibility for the day to day operations of the branch, including cash management and full compliance with all procedures and processes
• Working independently, taking ownership of issues, including accurate record management and tactful resolutions of queries and escalations from both internal and external customers
• Ensuring branch premises are properly maintained and aligned to the Bank’s marketing guidelines
• Providing operational support to staff including guidance with the Bank’s policies and procedures on operational matters
• Effectively managing the resource allocation of the branch to meet the needs of the business.

What you will bring

• Experience and ability to manage, lead and motivate a team
• Proven experience in managing a team to deliver an exceptional customer experience
• Flexible and adaptable approach and response to change
• Excellent communication and interpersonal skills, verbal and written
• Effective time management and ability to determine priorities
• Experience and skill anticipating and allocating high work volumes
• Ability to manage conflict and challenging conversations
• Ability to make independent decisions and problem solve
• 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.