Team Leader – Contact Centre

Provide effective leadership, planning and staff development to Customer Service Officers. The role will be responsible for team performance in accordance with agreed SLAs and ensure that work produced by the team meets defined quality standards.

Key Accountabilities and main responsibilities

Strategic Focus

• Responsible for building high performing teams to ensure service levels are met and to prioritise and adapt work to align with organisational goals.
• Work in partnership with the broader leadership team to drive strategic direction and provide effective leadership.
• Deliver and champion continuous improvement initiatives to ensure that best practice is incorporated into the business
• Establish and maintain strong working relationships with key internal and external stakeholders, to ensure alignment with and delivery of customer centric solutions against the overall strategy.

Operational Management

• Continuously monitor resource availability so the team can meet client needs and perform services properly
• Maintain effective communication to ensure that team members are kept up to date with any changes to procedures, legislation, or corporate issues
• Assist with enquiries from internal and / or external clients and service providers
• Actively participate in team meetings, staff meetings, management meetings
• Oversight of quality reviews of Customer Service Officer’s calls and day-to-day work through telephone call and workflow case monitoring

People Leadership

• Manage team members and workflow to ensure that service standards are met or exceeded
• Provide side-by-side coaching and remote monitoring on a weekly basis to ensure team members are delivering high quality customer service as measured by individual and team targets
• Provide individual and team performance feedback
• Provide ongoing support, development, training and mentoring to team members
• Support and participate in staff recruitment as required
• Participate in and adhere to the Performance Management process and be proactive in identifying and addressing training needs for team members.

Governance & Risk

• Ensure that all Customer Service Officers understand client specific plan provisions and current legislation
• Ensure all tasks within the team are performed in accordance with defined quality standards and the requirements of the Australian Financial Services Licence.
• Ensure the development of a risk management culture, and effectively limit risk exposure to Link Group with strategies to mitigate risk.
• Ensure total compliance with statutory regulations including the mitigation of operational risk through the effective use of the incident management framework.
• Foster a proactive risk and compliance culture within the team and ensure all risk and compliance reporting and assurance obligations are met.
• Maintain awareness of the regulatory environment with respect to team functions.
• Leverage expertise to ensure that regulatory frameworks and compliance requirements are met, with adequate controls in place.

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• Ideal experience in customer service, insurance within the Superannuation industry
• People leadership experience
• Ability to communicate at all levels and tailor style to suit various audiences
• Strong organisational and planning skills with the ability to manage conflicting priorities
• Good written and verbal communication skills
• University Degree (or equivalent), ASFA Certificate / Diploma, or relevant superannuation administration experience/Contact Centre experience/RG146

Our Culture

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities. Candidates must have the relevant work rights to be considered for an opportunity at this company. Successful applicants will be required to complete background screening prior to commencement of employment.

Link Group Employee Benefits:

• Salary Sacrificing via Superannuation – supporting you along your journey to retirement
• Purchased Leave Scheme – purchase additional leave for that next family holiday
• Parental Leave Scheme – plan your future
• Learning & Development – Development at your fingertips via self-paced learning, including educational assistance support
• Talent Referral Scheme – refer a friend and receive a cash incentive!
• Recognition Program – say thank you today!
• Wellness Program – rewards and resources tailored to support you and your family
• Corporate Social Responsibility Program, including volunteer leave
• Employee discounts – Access discounted rates and offers from a variety of providers, including Bupa!
• FlexiWorks – enabling our employees to work in the office and at home

How to apply

Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.