Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Customer Service Manager role.

Rezi rewrites your resume against Neilson Financial Services's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Customer Service Manager posting at Neilson Financial Services — free, in seconds.

About the Role

Reporting to the Head of Customer Care, you'll lead and inspire a team of Customer Care agents to deliver outstanding outcomes every day, in line with our service standards, regulatory obligations and insurer expectations. This role blends operational leadership with a genuine focus on people, customer advocacy and compliance. It's a great fit for an experienced people leader from a contact centre or customer operations background who thrives on developing others, improving processes and delivering measurable results in a fast-paced, scaling business.

Responsibilities

Lead team performance through regular 121s, coaching and improvement plans, with feedback properly documented
Build deep product, systems and process knowledge across your team
Hold direct reports accountable to their KPIs
Partner with Learning and Development on inductions and ongoing training
Track and analyse daily results, spotting trends and opportunities to improve
Report weekly and monthly performance to the Head of Customer Care
Champion change and continuously challenge the status quo
Communicate with clarity and transparency to motivate and inspire your team
Keep the team operating within a compliant, risk-aware framework
Foster an engaged, inclusive culture aligned to our values: Customer Focused, Results Driven, Team Spirited
Run weekly call calibrations, coaching sessions and quality checks
Resolve escalated complaints in line with our complaints process

Requirements

A track record of leading teams to hit KPIs and deliver great customer service
Strong coaching and people development skills
Solid understanding of operations in a regulated call centre environment (scripting, compliance, process)
Hands-on leadership style and the ability to get into the detail
Excellent written and verbal communication skills
Confidence analysing reporting metrics and driving results against KPIs
A solution-focused mindset for day-to-day challenges
Intermediate to advanced Microsoft Office skills

Skills

Life insurance industry experience is a plus, but not essential

Location

Sydney, Australia

Work Type

Full-Time
Permanent

Benefits

A people leadership role in a fast-growing, globally backed life insurance business
The chance to shape team culture and capability as our ANZ Customer Care function scales
Ongoing professional development and a clear path to senior leadership
A values-driven culture with direct access to senior management

About the Company

Neilson Financial Services is a global life insurance distributor operating across the UK, Canada, Australia and New Zealand.
With over 1,000 employees and more than 650,000 policies issued, we help families secure financial protection for their loved ones through locally based contact centres.
Since launching in the UK in 2012 and expanding into Canada in 2021, we entered the Australian and New Zealand markets in late 2024.
In that time, Neilson ANZ has launched six brands across the funeral and life insurance markets and become the country's third largest direct distributor of life insurance.
Now we're looking for a Customer Care Manager to help us keep raising the bar.

Equal Opportunity

Neilson Financial Services is an equal opportunity employer.
We welcome and encourage applications from candidates of all backgrounds and abilities.
Our commitment to diversity and inclusion is fundamental to our company culture.