Job description
- Brisbane CBD
- Perm Full Time $110,000 + super
- Lead the service delivery operations for a truly dedicated member base
Our client is a Queensland based Mutual Bank celebrating 60 years of serving those who protect and serve the community.
This fantastic new role will see you leading a team of 13 service specialists across a small but passionate Contact Centre and Branch network.
About the role:
This hands-on role involves overseeing the day-to-day operations of the member services team, developing and implementing strategies to improve the member experience, addressing and resolving member issues, and continuously identifying opportunities for service enhancement.
For an energetic, commercially minded service delivery leader, this role has it all.
You will lead your team to deliver service excellence to a loyal customer base through effective coaching and development, performance and quality management, workforce planning and operational management. You will influence the customer's experience at the frontline as you work with your team and peers to ensure the financial well-being of your customers is at the forefront of all actions with a strong appreciation and practice of compliance.
Working with a supportive executive leader, you can balance strategic advice and operational performance and will take responsibility for reporting and analysing performance results, recognising trends, and proactively leading improvement in all aspects of your role.
The service delivery teams currently operate Monday Friday between 8.45am and 4.35pm on the Brisbane CBD fringe and in the surrounding suburbs.
What is on offer:
- An attractive base salary of $110,000 p.a. plus super
- The opportunity to influence the member experience and make an incredible impact on their financial well-being
- An executive leader and peer group committed to success
- An organisation with a clear mission and strong values that demonstrated in all that they do
- An opportunity to continue to build a best-practice operation
What you bring to the role:
- You are ready to take the next step to oversee your own Centre.
- A strong understanding of all aspects of Contact Centre and service operations with a minimum of 5 years experience, preferably in banking or financial services
- A commercial focus while maintaining an exceptional customer experience
- Well-develop leadership skills with a commitment to building and developing effective teams
- The ability to develop and deliver reports, analyse data, processes and trends to drive continuous improvement
- An understanding of contact centre technology and operational service delivery with risk awareness and compliance focus
- The ability to build exceptional relationships with internal and external stakeholders.
- Tier 2 General Advice certification in General Insurance and Deposit Products, or approved
- equivalent is required.
How to apply:
The role offers an ASAP start while focussing on ensuring the best candidate is engaged by our client.
Click the apply link and attach your up-to-date resume.
You must have unlimited working rights or be an Australian Permanent Resident to apply for the role.
Applicants will be required to undergo pre-employment screening checks prior to a formal offer.
For more opportunities, visit www.tacticall.com.au or follow us on Facebook or Linked In.