Manager, Customer Assist

People First Bank; Adelaide; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Hybrid working arrangements

Discounts on banking products

Training and development opportunities

Competitive leave benefits

Wellbeing support and EAP

Job summary

People First Bank is seeking a Manager, Customer Assist to lead a compassionate team at our Adelaide CBD Head Office. This permanent, full-time role focuses on supporting customers in financial difficulty while driving effective collections and hardship outcomes, balancing service with compliance and risk.

You will empower a team, foster empathy and continuous improvement, and partner across the business to deliver exceptional customer outcomes in a dynamic, hybrid work environment.

Qualifications

• Proven leadership experience leading teams
• Strong communication skills and stakeholder management
• Customer-centric focus with empathy and resilience
• Continuous improvement mindset to increase efficiency and service quality

Responsibilities

• Lead strategies to reduce delinquency and improve outcomes
• Foster empathy, accountability and customer centricity across the team
• Maximise operational efficiency and service levels
• Provide support for complex or escalated customer matters
• Conduct quality assurance reviews and reporting
• Build strong partnerships across the business
• Balance strategic leadership with hands-on operational support
• Uphold a strong risk culture and WHS standards

Skills

Leadership experience

Communication skills

Customer-centric approach

Continuous improvement mindset

Education

Tertiary qualifications in Management or Finance

Job description

Lead with empathy. Deliver great outcomes. Make a difference for customers when it matters most.

About the role: Permanent, full-time, hybrid opportunity, based out of our Adelaide CBD Head Office.

As Manager, Customer Assist, you’ll play a critical leadership role, supporting customers experiencing financial difficulty while driving high‑performing collections and hardship outcomes. This is an opportunity to lead a passionate team, develop capability, and create meaningful customer impact during some of life’s most challenging moments. This team is at the heart of our purpose—putting people first every day.

Reporting to the Senior Leader, Customer Assist, you will lead a team dedicated to providing empathetic, effective, customer‑focused support. You’ll ensure exceptional customer outcomes while balancing operational performance, compliance and risk management.

You’ll be empowered to:

• Drive strategies to reduce delinquency and minimise bad‑debt write-offs
• Foster a culture of empathy, accountability and customer centricity
• Maximise operational efficiency and ensure service levels are met
• Provide support for complex or escalated customer matters
• Conduct quality assurance reviews and ensure accurate reporting
• Build strong partnerships across the business
• Balance strategic leadership with hands‑on operational support
• Promote a strong risk culture and uphold WHS standards

About you:

You’re an empathetic and capable leader who thrives in a customer‑first environment. You bring a strong coaching mindset, the ability to navigate operational complexity, and a genuine passion for supporting both your team and customers through challenging situations. You communicate confidently, adapt to change with ease, and consistently drive high‑quality outcomes.

You will bring:

• Proven leadership experience with the ability to build capability and drive high performance
• Strong communication skills and confidence applying relevant legislation in daily operations
• A customer‑centric approach with empathy, resilience and a commitment to supporting vulnerable customers
• A continuous improvement mindset, identifying opportunities to increase efficiency and enhance service delivery
• Tertiary qualifications in Management or Finance will be highly regarded

Why you’ll love working with us:

People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You’ll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank:

In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian‑based contact centre and branches across five states.

With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.

"Our diversity makes us stronger"

People First Bank acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past and present. We are committed to fostering a diverse, inclusive and culturally safe workplace where everyone feels valued, respected and able to thrive. We welcome applications from Aboriginal and Torres Strait Islander peoples and people of all backgrounds, identities and lived experiences. We welcome requests for reasonable adjustments to ensure all candidates can participate fairly and confidently in our selection process.