As the Customer Service Manager, you will be responsible for overseeing and managing our customer service operations to ensure exceptional service delivery and customer satisfaction. You will lead a team, set performance goals, and implement strategies to enhance the overall customer experience. You will work to address customer concerns, resolve issues and identify prospects for process improvement.
Key Responsibilities
Maintaining customer relations by planning, administering and reviewing customer services and processes
Nurturing customer relationships prior to settlement and post settlement as part of our retention process
Implementing and developing procedures and processes around customer services
Keeping records of client interactions and updating processes where required
Improving operational efficiencies and strategically addressing areas for improvement
Assisting with recruitment and providing feedback to team members
Managing, developing and supporting team members providing customer services
Liaising with referral partners and providing feedback on the relationship to improve process
Qualifications
Minimum 2 years experience in the financial industry
Previous work in a brokerage is desirable
Diploma qualification in a related field
Robust leadership and communication skills
Ability to work under pressure and time constraints
Aptitude for analysis of process and strategic thinking
📌 Customer Service Manager Mosman
🏢 Loan Market Lower North Shore
📍 Mosman
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