Job Description
Location
Brisbane QLD
Benefits
Pulled from the full job description
Referral program
Parental leave
Employee assistance program
Salary packaging
Insurance services
Full job description
About the Role
We are seeking a dedicated and dynamic Customer Service Manager to join our Retail Banking team. In this role, you will be responsible for managing the day-to-day operations and service standards of our branch. You will support the Executive Branch Manager in motivating and guiding a team to increase productivity, maintain operational compliance excellence, and deliver consistently exceptional customer experiences. This position involves direct line management responsibility for up to 5 team members.
As a Customer Service Manager, you will oversee and manage the iSMART operational requirements for the branch, identify and resolve knowledge gaps within the team, and protect the bank, colleagues, and customers from loss and risk. You will also support customers with their banking needs and identify business opportunities for branch asset and liability growth through proactive customer contact strategies and diary management.
Additionally, you will play a crucial role in developing and growing the skills and capabilities of Customer Service Officers within the business to ensure the delivery of their scorecard requirements, our BOQ values, operational efficiency, and excellent service experiences for our customers.
About you
You are a dedicated professional with proven experience in supporting customers to meet their financial goals. Your background includes motivating and coaching a team to achieve excellence, as well as managing risk and ensuring compliance with business and audit obligations.
You have financial services, commercial, or lending experience. Your understanding of the Banking Code of Practice and other Financial Sector compliance requirements is essential.
Your customer service orientation is exceptional, and you have demonstrated relationship-building skills. You possess strong negotiation skills and have a talent for inspiring others to perform in accordance with clear expectations and goals. You consistently enable others to achieve their potential.
Your ability to analyse and present alternative solutions, relying on previous experience and advanced problem-solving skills, sets you apart. You make timely and sound choices, having appropriately considered risks and benefits, and consult requisite facts and figures to help inform or guide your decisions.
You understand your own scope and accountability and embrace the opportunity to determine the best course of action. You manage ambiguity and conflicting priorities that affect organizational performance and risk effectively.
You create a climate for continuous improvement and enjoy networking with others and being involved in the community.
About Us
BOQ 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 2026, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
Our Benefits
Flexible working arrangements
Discounted financial products
Salary sacrificing options
Paid parental leave with no minimum
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
How to Apply
To apply for this role at #boqgroup #retailbanking, follow the links or apply via our Careers Page.
BOQ Group 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 BOQ Group, 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.
Refer a Friend
This role is eligible for our Referral Bonus Program! (internal employees only)
To refer a friend, please follow the steps below:
Follow this link: External Job Advert
Click on Send job to a friend
Job Reference: BOQ05165
Brisbane QLD
Benefits
Pulled from the full job description
Referral program
Parental leave
Employee assistance program
Salary packaging
Insurance services
Full job description
About the Role
We are seeking a dedicated and dynamic Customer Service Manager to join our Retail Banking team. In this role, you will be responsible for managing the day-to-day operations and service standards of our branch. You will support the Executive Branch Manager in motivating and guiding a team to increase productivity, maintain operational compliance excellence, and deliver consistently exceptional customer experiences. This position involves direct line management responsibility for up to 5 team members.
As a Customer Service Manager, you will oversee and manage the iSMART operational requirements for the branch, identify and resolve knowledge gaps within the team, and protect the bank, colleagues, and customers from loss and risk. You will also support customers with their banking needs and identify business opportunities for branch asset and liability growth through proactive customer contact strategies and diary management.
Additionally, you will play a crucial role in developing and growing the skills and capabilities of Customer Service Officers within the business to ensure the delivery of their scorecard requirements, our BOQ values, operational efficiency, and excellent service experiences for our customers.
About you
You are a dedicated professional with proven experience in supporting customers to meet their financial goals. Your background includes motivating and coaching a team to achieve excellence, as well as managing risk and ensuring compliance with business and audit obligations.
You have financial services, commercial, or lending experience. Your understanding of the Banking Code of Practice and other Financial Sector compliance requirements is essential.
Your customer service orientation is exceptional, and you have demonstrated relationship-building skills. You possess strong negotiation skills and have a talent for inspiring others to perform in accordance with clear expectations and goals. You consistently enable others to achieve their potential.
Your ability to analyse and present alternative solutions, relying on previous experience and advanced problem-solving skills, sets you apart. You make timely and sound choices, having appropriately considered risks and benefits, and consult requisite facts and figures to help inform or guide your decisions.
You understand your own scope and accountability and embrace the opportunity to determine the best course of action. You manage ambiguity and conflicting priorities that affect organizational performance and risk effectively.
You create a climate for continuous improvement and enjoy networking with others and being involved in the community.
About Us
BOQ 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 2026, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
Our Benefits
Flexible working arrangements
Discounted financial products
Salary sacrificing options
Paid parental leave with no minimum
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
How to Apply
To apply for this role at #boqgroup #retailbanking, follow the links or apply via our Careers Page.
BOQ Group 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 BOQ Group, 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.
Refer a Friend
This role is eligible for our Referral Bonus Program! (internal employees only)
To refer a friend, please follow the steps below:
Follow this link: External Job Advert
Click on Send job to a friend
Job Reference: BOQ05165
💡 Quick Summary
Seeking a career-building opportunity? The Customer Service Manager - 455 Bourke St position is now open for candidates interested in the Bank Jobs sector. This role in Brisbane offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
