Team Lead - Client Services

Your New Role

As a Team Lead within the Client Services Team, you will confidently lead a team of Client Service Officers to successfully deliver on key performance metrics. You will support the team to provide accurate and expert technical information to our members, investors, advisers, and employers to help them achieve their required outcomes. 

Key Responsibilities Include:

• Actively managing and supporting the team to efficiently service customer interactions to ensure all enquires are responded to in a timely, accurate, and professional manner
• Driving operational excellence within the team to achieve key performance metrics
• Effective real-time monitoring, workforce planning, and forecasting
• Championing the Voice of the Customer and be a continuous improvement advocate
• Regular contact centre reporting and management reporting
• Managing escalations and complaints ensuring compliance with relevant legislation. Providing guidance and support to team members with complex requests
• Drive effective quality monitoring, ensuring a robust framework, providing root cause analysis and reporting
• Liaise with outsourced administration providers to ensure their service levels are consistently being met
• Recruitment, induction, training, and upskilling of team members
• Team management including coaching, delivering feedback, 1:1’s, performance reviews, performance management
• Maintain accurate and up-to-date processes, procedures and knowledge management materials
• Own, support and deliver projects as required

What we’re looking for:

You thrive in a fast-paced environment where you can quickly build rapport and trust in leading a team of talented customer service professionals providing service to members over the phone and through digital communications. You’re proactive and passionate when it comes to improving customer experience, and actively seek opportunities to create efficiencies and keeping your own technical knowledge up to date.

 If you have the following, we’d love to hear from you:

• 1+ years’ leadership experience in a contact centre environment in financial services, preferably superannuation
• Proven track record leading a team through operational excellence to successfully deliver on key metrics in a contact centre environment
• Experience in people leadership, including responsibility for recruitment, onboarding, training, upskilling, coaching, feedback, 1:1s, performance reviews, performance management and rostering.
• Demonstrated knowledge of tax, retirement, superannuation and investment related strategies, legislation and compliance requirements
• Relevant qualifications, including RG146 will be highly regarded
• Alignment with and demonstration of organisational values – Authenticity, Action, Connection, Curiosity and Empathy