Manager Customer Contact

We are looking for an experienced leader to join our passionate Customer Contact team as a Contact Centre Manager.

In this role, you will be responsible for leading and managing our customer assisted voice, chat, email, and social channels across either the ME Bank or BOQ brands. Our Customer Contact team handles over 1.7 million inbound customer interactions per annum, and you will be accountable for ensuring that we deliver exceptional customer service while maintaining regulatory obligations and compliance standards.

To achieve this, you will need to have a deep focus on understanding what drives customer satisfaction, customer dissatisfaction, and customer demand. You will support a program of continuous improvement to reduce failure demand types and customer complaints (escalations), improve first contact resolution, and reduce cost to serve.

As the Manager Customer Contact, you will be accountable for achieving a high level of employee engagement by inspiring and holding your team accountable to drive performance and optimize business outcomes.

You will also maintain strong positive relationships with internal stakeholders to ensure the team achieves the best outcomes for customers. Additionally, you will have accountability for all recruitment (planning and fulfillment) for Customer Contact, with direct relationship management of our Workforce Planning and Talent & Acquisition teams.

We are looking for someone who is passionate about delivering exceptional customer service, has a proven track record of leading and managing teams, and is committed to continuous improvement. If you are a results-driven individual with excellent communication and interpersonal skills, we would love to hear from you!

If the above apply to you we would love to hear from you!

Bank of Queensland 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 the BOQ group.

• Flexible working arrangements
• Discounted financial products
• Salary sacrificing options
• Paid parental leave with no minimum
• Paid volunteer days
• 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

To apply for this role please  follow the links or apply via our Careers Page. 

The Bank of Queensland 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 the Bank of Queensland, 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.