Customer Contact Manager

Description:

We’re excited to offer a fantastic opportunity for a Customer Contact Manager to join the Heartland Bank Australia team.
What You’ll Do:As Customer Contact Manager, you will lead, coach, and motivate a high-performing team to ensure exceptional service outcomes for our customers. Your expertise will be key in driving growth, operational efficiency, and delivering outstanding customer experiences.
Key Responsibilities:Lead and growth a high performing team by creating value for our customers.Manage a pipeline of leads, ensuring timely action within agreed Service Level Agreements (SLAs).Drive continuous improvement in operational capabilities, enhancing trust and advocacy ratings.Promote a culture of effective risk management within the team.
Does This Sound Like You?You’re a passionate leader, with a proven track record of leading high-performing teams within a contact centre banking environment. You’ll be hands-on and proactive—because we are an organisation that gets things done.
You’re a Pro with:Tertiary qualifications in a business-related fieldRG146 Banking (preferred)Exceptional leadership skills, with a track record of fostering a positive, high-energy team culture and managing team performance.Strong payments, reverse mortgage and deposit product knowledge and in-depth understanding of the customer onboarding journey (preferred)Thorough knowledge of relevant legislation, such as Privacy Act and ePayments Code (preferred)Strong analytical skills with excellent attention to detail and a commercial mindset
A bit about us and what we doAt Heartland Bank Australia, we focus on providing Australians with specialist banking products that are the best or only of their kind. We do this digitally so our customers can spend more time on the things that matter most - instead of waiting in a queue to speak with someone at a bank.
We're well-established in Australia and have been serving Australians since 1971. We're the leading provider of reverse mortgages and of specialist livestock finance. We're part of the Heartland group of companies which has more than 145 years of experience in financial services. Heartland is listed on the New Zealand and Australian stock exchanges (NZX/ASX: HGH)
Can you see yourself here?Our values define who we are. We're innovative and always evolving. We work together as one team and have big ambition. We offer real opportunities for learning and career development. You can also get involved in driving change through our internal groups, including our rainbow committee, Growing Families, wellbeing and sustainability groups.
Our perks include flexible working, regular team social activities and events, flu vaccinations and more.
Diversity & inclusionAt Heartland, we're proud to celebrate the many characteristics that make us different. We're committed to improving the inclusiveness of our workplace, enabling our people to be authentic and helping us better understand and respond to our customers.
We're an equal opportunity employer and we strongly encourage everyone to apply. Let us know if you need support throughout the application or interview process including a sign language interpreter or speech-to-text reporter. Feel free to share your pronouns in your application.
Keen to learn more?To learn more about Heartland, check out our website heartlandbank.com.au or follow us on LinkedIn linkedin.com/company/heartland-bank-Australia
Please note you must be eligible to work in Australia.