Customer Care Manager

La Trobe Financial Services Pty Limited; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Birthday paid day off

Volunteer days

Extra annual leave

Parental leave + super

Zoo/Collingwood membership

Employee Assistance Program

Training and development

Team socials

Discounts through Reward Gateway

Job summary

La Trobe Financial in Australia seeks a Customer Care Manager to lead and develop the Customer Care function, overseeing a team handling inbound inquiries and service requests. You will ensure high standards of customer service, performance metrics, and employee engagement while fostering accountability and continuous improvement.

You will own service delivery outcomes, workforce planning, and quality standards, guiding a high-performing contact centre that supports service excellence.

Qualifications

• Leadership experience managing customer service or contact centre teams.
• Experience in financial services, banking, lending or a related industry.
• Experience managing service delivery in a high-volume customer-focused environment.
• Proven ability to lead, coach and develop teams to achieve performance objectives.
• Experience implementing customer experience and operational improvement initiatives

Responsibilities

• Lead, coach and develop the Customer Care team, fostering a high-performing culture aligned with La Trobe Financial's values.
• Drive employee engagement, capability development, succession planning and performance management across the Customer Care function.
• Maintain accountability for Customer Care operations, ensuring service standards and KPIs are achieved.
• Oversee inbound customer enquiries and service requests, ensuring timely, professional assistance.
• Monitor service levels, call demand, workflow allocation and team capacity to optimise outcomes.
• Manage escalated customer matters and ensure appropriate resolution of complex enquiries.

Skills

Leadership experience

Customer service

Stakeholder management

Communication skills

Analytical thinking

Cross-system tech

Tools

CRM systems

Reporting tools

Job description

About La Trobe Financial
La Trobe Financial is Australia’s Global Investment Manager, helping Australians build better futures for over 70 years. With $25 billion in assets under management and the trust of 160,000 customers, we’ve grown through a commitment to service, innovation, and putting people first.

We don’t just deliver retirement income – we shape lives, careers, and communities. Our culture is built on trust, excellence, accountability, and a shared purpose: to make a meaningful difference every day.

Build your future with us.

The Opportunity

As the Customer Care Manager, you will lead and develop the Customer Care function, overseeing a team responsible for managing inbound telephone enquiries, customer requests and service-related interactions. You will be accountable for ensuring high standards of customer service, operational performance and employee engagement are consistently achieved while fostering a culture of accountability, care and continuous improvement.

You will take ownership of the team's service delivery outcomes, workforce planning, quality standards and customer experience initiatives, ensuring resources are effectively managed to meet service levels and business objectives. Through strong people leadership, coaching and stakeholder engagement, you will drive a high-performing contact centre environment that supports La Trobe Financial's commitment to service excellence.

Key Responsibilities

Lead, coach and develop the Customer Care team, fostering a high-performing culture aligned with La Trobe Financial's values.

Drive employee engagement, capability development, succession planning and performance management across the Customer Care function.

Maintain overall accountability for Customer Care operations, ensuring service standards, operational objectives and key performance indicators are achieved.

Oversee inbound customer enquiries and service requests, ensuring customers receive timely, professional and effective assistance.

Monitor service levels, call demand, workflow allocation and team capacity to optimise customer outcomes and operational efficiency.

Manage escalated customer matters and ensure appropriate resolution of complex or sensitive enquiries.

Ensure adherence to internal policies, regulatory obligations, quality standards and customer service frameworks.

Identify and implement opportunities to improve customer experience, operational efficiency and service delivery outcomes.

Build and maintain strong relationships with internal and external stakeholders and act as a key escalation point for Customer Care matters.

Represent La Trobe Financial professionally and undertake any other duties as reasonably requested by the Customer Services Executive Team.

About You

Demonstrated leadership experience managing customer service or contact centre teams.

Proven experience within financial services, banking, lending or a related industry.

Experience managing service delivery in a high-volume customer-focused environment.

Proven ability to lead, coach and develop teams to achieve performance objectives.

Experience implementing customer experience and operational improvement initiatives

Strong people leadership and coaching capability.

Excellent customer service and relationship management skills.

Demonstrated experience managing operational performance and service levels.

Strong stakeholder management and influencing skills.

Excellent written and verbal communication skills.

Strong analytical, problem-solving and decision-making capability.

Ability to work across multiple systems and technology platforms.

Experience using reporting and performance metrics to drive outcomes.

Employee Benefits

We’re all about balance – delivering great work and enjoying the journey. Alongside a competitive salary, here are some perks that make working with us even better:

Celebrate your birthday– with a paid day off, just for you!

Give back– with paid volunteer days to support causes you care about;

More time for you– purchase additional annual leave when you need it;

Support for families– 18 weeks paid primary carer parental leaveplussuperannuation contributions;

Wild perks– free annual membership to Taronga Zoo and Collingwood Football Club!

Wellbeing first– access to our Employee Assistance Program (EAP);

Keep growing– with ongoing training and development opportunities;

Unforgettable socials– from team events to celebrations you’ll actually want to attend! and

Retail therapy– enjoy discounts through Reward Gateway.

Diversity & Inclusion

We’re committed to creating a workplace where everyone feels respected, valued, and safe. We welcome applications from people of all backgrounds and proudly support an inclusive recruitment process and work environment. If you require adjustments at any stage of the process, please let us know, we’re here to help.

Please note that only shortlisted candidates will be contacted.

La Trobe Financial is Australia’s Global Investment Manager, helping Australians build better futures for over 70 years. With $25 billion in assets under management and the trust of 160,000 customers, we’ve grown through a commitment to service, innovation, and putting people first.

We don’t just deliver retirement income – we shape lives, careers, and communities. Our culture is built on trust, excellence, accountability, and a shared purpose: to make a meaningful difference every day.

Build your future with us.

La Trobe Financial is Australia’s Global Investment Manager, helping Australians build better futures for over 70 years. With $25 billion in assets under management and the trust of 160,000 customers, we’ve grown through a commitment to service, innovation, and putting people first.

We don’t just deliver retirement income – we shape lives, careers, and communities. Our culture is built on trust, excellence, accountability, and a shared purpose: to make a meaningful difference every day.

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