Customer Service Specialist in CommBank’s Funding & Settlements team managing business loan processes. Collaborating with stakeholders and providing exceptional customer service to internal and external clients.
About the role
- Customer Care Manager leading and evolving support operations for DRAMS Software. Managing application support, system upgrades, and ensuring smooth service delivery.
Responsibilities
- Manage the day-to-day performance of the Customer Care team, delivering timely, high-quality application support and fostering a customer-first culture.
- Coordinate application installations, upgrades, and release communications to ensure smooth deployments and minimal disruption.
- Drive consistency and effectiveness in support through structured incident, problem, and change management processes.
- Act as the main liaison with our external infrastructure partner, ensuring customer environments are secure, reliable, and well-supported.
- Monitor KPIs such as response times and customer satisfaction, using insights to improve service delivery and proactively address recurring issues.
- Build a high-performing support function through effective recruitment, coaching, and career development initiatives.
- Work closely with Product, Development, Sales, and Professional Services to align support with broader business and customer goals.
- Monitor support costs, contribute to forecasting, and ensure accurate tracking of billable work and customer configurations.
Requirements
- 5+ years in a senior support or service delivery leadership role within a software or IT services environment.
- Relevant tertiary qualification (minimum Diploma level; degree preferred), ideally in Information Technology, Business, or another related field.
- Proven experience managing application support teams and customer environments in a hosted or cloud-based setting.
- Strong working knowledge of ITSM practices and frameworks (e.g. ITIL), with experience implementing structured support processes.
- Demonstrated ability to plan and manage software releases and communicate technical changes to customers and internal teams.
- Experience working with third-party service providers or infrastructure partners and managing service accountability.
- Excellent interpersonal and communication skills, with the ability to engage effectively across technical and non-technical teams.
- Proficiency in support tooling and CRM platforms (e.g. Jira, Salesforce).
- Strong analytical skills, with the ability to use performance data and customer feedback to drive decisions.
- Organised and resilient, with a structured approach to problem-solving and prioritisation.
Benefits
- Competitive base salary + a market-leading discretionary bonus
- Remote-first working
- 32 days holiday (including flexible bank holidays), increasing to 34 after 1 year
- Progressive parental leave policies
- Company sick pay, private healthcare insurance + virtual GP, wellbeing support (incl. discounted gym memberships), life assurance, & income protection
- 5% employer pension contribution
- Regular in-person team events
- Funded training and development programs
- Work from home office equipment allowance
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Insurance expert providing phone - based broker services and administrative support at Hiscox. Delivering exceptional service and managing inquiries from High Net Worth brokers.
Sales Support Specialist in VIEWENTO handling customer relations, marketing, and operations. Focused on optimizing sales processes within a dynamic marketing team.
Client Support Specialist providing real - time assistance and support to insurance clients using underwriting screening tools. Ensuring effective user experience and addressing queries promptly.
Customer Support Agent at Maurten responsible for handling customer inquiries through Zendesk. Engaging with users and supporting development projects in a hybrid work environment.
Customer Service Representative supporting Asia customers for Teledyne Technologies. Responsible for processing orders, customer service requests, and compliance coordination from Tokyo office.
Customer Experience Quality Analyst at Blue Ridge Communications managing customer feedback and insights. Focused on driving improvement in customer journeys through actionable data analysis and reporting.
Customer Support Representative assisting German - speaking clients with BUX services. Providing support across various channels with a focus on positive user experience.
Solutions Specialist tackling customer automation while utilizing software tools in a dynamic environment. Join a respected team at TLG, caring for employees since 1967.
Customer Service Representative assisting U - Haul customers both inside and outside the center. Providing support for U - Haul products and services, managing rentals, and ensuring excellent service.