Customer Service Leader

Westpac Bank; Richmond; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Mortgage rate discounts

Flexible work arrangements

Leave options: Culture, Lifestyle and

Learning and development opportunities

Volunteer and community programs

Job summary

Westpac Bank in NSW is seeking a Customer Service Leader to join our Retail Banking cluster covering Richmond, Springwood and Windsor. You will lead and coach frontline teams, drive exceptional customer experiences and oversee risk and daily operations across the cluster.

This branch-based role operates Monday to Friday, 8:30 am to 4:45 pm, with coverage across multiple branches. You’ll foster growth, support staff, and help ensure service excellence while maintaining strong compliance and

Qualifications

• Experience leading frontline retail banking teams.
• Proven ability to deliver excellent customer experiences.
• Experience owning risk, compliance and daily operations.

Responsibilities

• Lead and coach frontline teams across multiple branches in NSW.
• Oversee customer experience, risk and day-to-day operations across the cluster.
• Provide hands-on support to the team as needed.

Skills

Leadership

Customer service

Risk management

Communication

Coaching

Job description

Create your best future and join our Retail Banking team as a Customer Service Leader.

What’s the role?

As a Customer Service Leader, you’ll be at the heart of our new cluster of branches across Richmond, Springwood and Windsor in NSW, helping our people deliver brilliant experiences for our customers.

You’ll lead, coach and support our frontline teams, creating an environment where people can grow, customers feel valued and great service comes naturally. You’ll take ownership of the customer experience, risk and day to day operations across the cluster, while getting hands on and supporting the team when they need you.

This is a full time, branch-based role working Monday to Friday, 8.30 am to 4.45 pm, with coverage across our Richmond, Springwood and Windsor branches.

What do I need?

• Strong leadership skills with the ability to coach, support and bring out the best in a diverse team
• Experience delivering great customer experiences, ideally within Retail Banking or another customer focused environment
• Confidence taking ownership of risk, compliance and day to day operational responsibilities
• Strong communication and problem-solving skills, including the ability to navigate challenging customer situations
• The ability to build strong relationships and work effectively across multiple branch locations. Hindi language skills would be helpful, but aren't essential

We’re obsessed with becoming our customers #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help your grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

Create your future today

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page, under the ‘Diversity, sustainability and flexibility’ section.

We’re all about helping our people grow and succeed. Whether you’re a current employee, trainee, or intern, we’re committed to your career development. If you'd like to practise your interview technique or make your CV more impactful before you apply, check out our new self paced eAcademy course, Prepare for Your Internal Job Search: CV & Interview Essentials. You can also Check out our FAQs and internal support resources here.