Client Service Centre Manager
Sydney, New South Wales, Australia
22d ago

Job Description

  • Join ASX 100 Finance Leader Australia's Most Loved Bank!
  • Flexible workplace & collaborative team Sydney Based
  • Awarded Best Relationship Business Bank 2017 at the industry's premier Business Banking Awards hosted by RFi Group Our Business
  • BOQ Specialist delivers distinctive banking solutions to niche market segments. Our focus, experience and dedication to our clients have enabled us to become experts in a number of professional niches.

    We aim to add value to and build partnerships with our clients and we have been providing specialist banking in Australia for over 20 years.

    Our broad range of personal and business banking options include transactional and savings accounts, credit cards, residential mortgages, practice purchase and fit-

    out loans, car loans, SMSF loans and property investment loans. Our approach is characterised by responsive personal service, unconventional thinking, and an ability to be nimble, flexible and innovative.

    BOQ Specialist is enjoying record growth and with exciting plans to expand our business there are a number of newly created opportunities.

    If you’re an experienced banking professional with a background in leading and managing a team in a customer service centre environment and looking to join a rapidly growing business this could be a fantastic opportunity for you.

    We’re offering you the chance to partner with a truly unique community of clients in a business which prides itself on delivering only exceptional client outcomes.

    About the role :

    The purpose of this role is to lead a team of Contact Centre employees in the delivery of inbound customer service, outbound customer service and operational tasks, in a busy 24 / 7 environment.

    This role will be responsible for managing and cultivating a team that brings best-in-class service delivery to BOQ Specialist clients.

    Therefore achieving key business objectives including KPIs, quality standards, grade of service and adherence metrics. Additionally, this role is accountable for ensuring the development of a multi-skilled team.

    This role will be responsible for executing on BOQ’s strategic goal of delivering a seamless customer experience across all channels.

    This will be achieved by identifying opportunities for enhanced collaboration and proactively fostering a culture where the customer is at the heart of everything we do.

    Key to success of this role will be creating a multi-skilled team to achieve key business objectives and ensuring consistency of process and service delivery

    About you :

    The successful candidate will be able to demonstrate :

  • Experience in leading a contact centre team or similar role
  • Experience leading a service oriented team
  • Excellent technical knowledge of commercial and retail banking products.
  • Highly organized and able to prioritise and operate in a dynamic environment.
  • Demonstrated analytical and complex problem solving skills.
  • Exceptional written and verbal communication skills with ability to engage with clients and across the organisation.
  • Ability to liaise with the Business and stakeholders in a professional manner
  • Above all else, you will be a self-directed, motivated team player who is skilled at managing their time and workload.
  • BOQ culture and benefits

    Work for one of Australia's top 100 listed companies where our vision is to create Australia’s Most Loved Bank! BOQ are passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and competitive environment.

  • We support a flexible workplace and our head office in the trendy gasworks precinct provides a great work environment with collaborative open space. Benefits include;
  • Discounted financial products
  • Salary packaging options
  • How to apply :

    To apply for this role please follow the links, alternatively you can view the role on our Careers Page, https : / / boq- / epostings / index.cfm.

    The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander people are encouraged to apply.

    Whilst all applicants will be carefully considered, we will only be able to personally contact you if short-listed for an interview.

    BOQ is a member of the Australian Bankers’ Association and has subscribed to the Conduct Background Check Protocol (Protocol).

    Under the Protocol, from 1 October 2017, BOQ will contact any previous employer / s who are also part of this association to provide a Conduct Check of any potential employee.

    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, and bankruptcy checks

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