Customer Service Leader

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

Job summary

Westpac's Retail Banking team in NSW is seeking a Customer Service Leader for our Richmond, Springwood and Windsor branches. You will lead, coach and support frontline teams to deliver brilliant customer experiences and sales outcomes, while owning day-to-day branch operations.

This full-time, on-site role runs Monday to Friday, 8:30 am to 4:45 pm, across multiple branches. You’ll coach teams, manage risk and compliance and help create an environment where people grow and customers feel valued.

Qualifications

• Proven ability to coach and develop frontline teams.
• Experience in retail banking or customer-focused environments.
• Ability to own risk, compliance and daily operations.
• Strong communication and problem-solving skills.
• Comfort collaborating across multiple branch locations (Hindi helpful).

Responsibilities

• Lead, coach and support frontline teams across the Richmond cluster.
• Own customer experience and day-to-day operations for branches.
• Provide hands-on support when needed.

Skills

Leadership

Customer experience delivery

Risk and compliance awareness

Communication and problem-solving

Cross-branch collaboration

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 may close this job advertisement earlier than the advertised closing date if suitable candidates are identified.