Customer and Consultant Service Manager - South Bank, QLD

At Travel Money Group, we’ve been helping Australians and New Zealanders get more from their travel money for nearly 20 years. With 110+ stores across both countries and millions of customers served, we’re one of Australia’s most trusted names in foreign exchange and prepaid travel cards.

As we invest in the future of our customer experience, we’re looking for a Customer & Consultant Service Manager to lead our customer support function and play a key role in our digital transformation journey.

You’ll lead a small, close-knit support team handling customer enquiries and live chat for our frontline consultants. You’ll also act as the internal owner of key digital transformation initiatives that will reshape how customers interact with us from design and scoping through to delivery, launch, and ongoing optimisation.

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• Lead, coach, and develop the Customer & Consultant Support Specialists, with a strong focus on quality, efficiency, and engagement
• Establish and embed performance frameworks, including KPIs, quality assurance processes, and regular 1:1s
• Build and maintain an effective escalation and triage model to manage inbound volume
• Foster a high-accountability, customer-first team culture
• Support ongoing team growth and capability development as the function scales

• Own the evolution of email and chat support toward AI-assisted resolution, with clear human escalation pathways
• Manage and optimise ticketing and chat platforms to improve response times, resolution rates, and customer satisfaction
• Develop and maintain SOPs, response templates, and knowledge base content
• Identify recurring customer issues and share insights with relevant stakeholders to support upstream fixes
• Ensure service levels and quality standards are consistently met, measured, and reported

• Act as the business owner and subject matter expert for AI-driven customer service initiatives
• Partner with Technology teams to define requirements, use cases, workflows, and escalation logic
• Represent both the customer and operational perspective through design, build, and UAT phases
• Lead quality assurance and testing prior to launch to ensure accuracy, brand alignment, and effectiveness
• Own post-launch performance monitoring and continuous optimisation of automated and conversational experiences
• Manage relationships with internal stakeholders and external vendors to ensure delivery timelines and issue resolution

• Develop and present regular reporting on support performance, project progress, and customer insights to senior leadership
• Contribute to broader Customer Experience strategy, particularly across digital support and self-service
• Build scalable operational models that can support future business growth

You don’t need to be a technologist but you do need to be curious about digital and confident working alongside technical teams to bring new solutions to life.

You’ll also bring:

• 5+ years’ experience in customer service, including 2+ years leading a support or service team
• Proven experience building team capability, performance, and culture
• Strong understanding of digital customer experience across email, chat, phone, and emerging channels
• Experience contributing to or owning technology/automation initiatives (e.g. chatbots, automated email responses, AI support tools)
• Understanding of CX metrics such as NPS, CSAT, FRT, and resolution rate, and how to improve them
• Strong strategic and commercial thinking, with the ability to link service performance to business outcomes
• Excellent communication skills, including confidence presenting to senior stakeholders and managing external partners
• Experience with CX or ticketing platforms (e.g. Zendesk, Freshdesk, Salesforce or similar)
• Experience in financial services, travel, retail, or other regulated consumer environments is a bonus
• This role operates on a rotating roster, including weekends

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