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Below are the terms and procedures for the registration:
Job Title: Customer Service Manager - (A2) Dee Why
Tracking Code
1162-496
Job Description
The purpose of this position is to work closely with the Branch Manager to lead, motivate and coach the service team to deliver superior customer service and achieve the Branch targets. This position has a strong focus in supporting the Branch Manager to enhance team performance and productivity, achieve quality and compliance requirements and to effectively manage and develop staff.
As the Customer Service Manager, you will be responsible for:
Developing a sound understanding of the customer base and ensuring consistent and relevant Branch sales and service activities.
Oversee structured and regular sales meetings geared towards the Branch KPIs focusing on year to date performance.
Attract, retain and grow the value of the Bank’s customer base.
Achieve branch sales and referral targets as set by Regional Team and Branch Manager. Products include deposit accounts, general insurance, Consumer Credit Insurance (CCI), credit cards, merchants and general consumer lending.
Meet or exceed individual sales targets.
Supervise and coordinate the branch customer service team
Analyse work loads to ensure effective rostering of the branch to meet customer needs
Manage and develop the skill sets of branch staff through setting of annual development plans
Ensure all identified mandatory training is completed and assessments successfully undertaken
Ensure customer complaints are resolved and that customer referrals are made to the appropriate Branch or specialist sales area.
Ensure branch operations are managed in accordance with bank polices and procedures on compliance and security
Required Skills
Excellent written and verbal communication skills
Knowledge and proven skills in management of branch operations and teams
Proven customer service orientation with demonstrated relationship building skills
Working knowledge of Windows programs.
Required Experience
Previous banking experience, including cash handling and compliance
Proven experience in sales and cross selling
Proven experience in consumer lending is advantageous
Proven experience in motivating and coaching a team
Job Location
Dee Why, New South Wales, Australia
Position Type
Full-Time/Regular
To Apply:
https://boq-openhire.silkroad.com/epostings/index.cfm?fuseaction=app.jobinfo&jobid=1162&company_id=16496&version=1&source=ONLINE&jobOwner=992757&aid=1
Deadline: 20th January 2013
