Terrific opportunity to join a respected firm that has been expanding its customer base since 1980. With a solid reputation for buying and selling investment options and a passion for exceptional customer service, a gap exists for an experienced manager to lead a friendly, welcoming team through the next phase of business growth.
The Job...
As Customer Service Manager reporting to the Operations Manager you will be responsible for:
- Leading, coaching and developing the customer service team to deliver outstanding face to face service
- Overseeing daily cash transactions and ensuring operational excellence
- Managing team performance, rosters and workflow to maintain service standards
- Ensuring compliance with all applicable regulations and company policies
- Driving continuous improvement initiatives and identifying training needs
- Handling escalated customer enquiries and resolving complex issues
- Monitoring accuracy across all transactions and implementing quality controls
- Reporting on team performance and delivery key metrics to senior leadership
- Fostering a positive, collaborative team culture focused on service excellence
The ideal candidate will bring:
- Proven experience managing customer service teams in a transaction based financial services environment
- Exceptional leadership and people development skills
- Outstanding communication abilities with a focus on coaching and mentoring
- Strong understanding of compliance requirements and operational procedures
- An upbeat, enthusiastic approach that inspires team performance
- Ability to balance operational demands with team wellbeing
- Banking or financial services background highly regarded
- Physical capability to occasionally lift boxes up to 20kg
This is a unique opportunity to step into a management role with a stable, respected company where service - not sales targets - is the priority. You will have the autonomy to shape team culture while receiving support from experienced leadership.
If you are ready to lead a team in an established and respected investment company we'd love to hear from you. To find out more please call Jenny on 02 9002 5005 or email jquigley@sbrecruitment.com
