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Randstad Logo Randstad · Customer Service

Customer Service Manager – Business Banking (Merchant & Platform Transition)

Australia, Sydney 450.00 - 500.00 AUD / Day · Job Posted July 07, 2026
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Job Description

We are looking for a practical, people-focused Team Leader to join one of Australia’s major banks for a project until 31 December 2026. In this role, you will be looking after a phone-based team of 10 to 12 consultants. The team’s main job is to contact business customers, talk them through an upcoming software and hardware upgrade, and help them get set up on the new system. It’s a busy, fast-paced environment with a firm end-of-year deadline. We need a manager who can keep the team's energy up, keep track of daily targets, and step in to help when customers have tricky questions.

Job Responsibility

  • Supporting your team: Running daily huddles, coaching your team on the phones, and making sure everyone knows what they need to achieve each day
  • Keeping things moving: Tracking the team's progress against daily call and email targets to make sure the rollout stays on schedule
  • Handling escalations: Stepping in to speak with business owners directly if they are confused or unhappy about the tech changes
  • Problem-solving: Working with project teams to fix any bottlenecks that are slowing down the hardware or software updates

Requirements

  • Team leadership experience: You’ve managed people before in a call centre, customer service, or operations environment
  • Good with targets: You know how to keep a team focused on numbers without burning them out
  • Clear communication: You can explain technical steps in simple, plain English to everyday business owners
  • Organised: You are comfortable tracking data, managing queues of work, and jumping between calls and emails

What we offer

  • Future opportunities: While this is a fixed-term contract, the bank regularly looks at top contract performers for internal permanent roles
  • 5 days a week in the office during training (first 6-8 weeks), then moving to 3 days in the office / 2 days from home
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