Client Service Team Leader

at; Gold Coast City; On-site; AUD 90,000 - 120,000; Full time

Job summary

HUB24 is seeking a Client Services Team Leader on the Gold Coast to deliver high‑quality client service outcomes by guiding a team of Client Services Officers and acting as a SME across HUB24 products and processes.

The role focuses on coaching, performance management and ensuring service standards across all channels, while building strong internal partnerships to support advisers and investors in line with HUB24 values.

Qualifications

• 5+ years’ experience in financial services, ideally within platforms, client services or contact centre environments.
• Proven experience leading, coaching or developing teams while balancing operational delivery and continuous improvement.
• Strong understanding of domestic financial products, including investment platforms, superannuation, managed accounts and administration processes.
• Demonstrated ability to manage operational performance, service levels and quality frameworks.
• Excellent stakeholder management, communication (written and verbal) and problem-solving skills.
• Ability to influence, negotiate and present clearly and persuasively to achieve positive outcomes.
• A client-first mindset with a strong focus on service excellence and commercial outcomes.
• Calm, resilient and considered under pressure, with the agility to adapt in a fast-moving environment.
• A positive, growth-oriented mindset with a strong commitment to continuous improvement.

Responsibilities

• Lead, coach and develop a high‑performing Client Services team, fostering a culture of service excellence aligned to HUB24 values.
• Manage team performance through regular 1:1s, feedback, coaching and targeted capability uplift, including recruitment and onboarding where required.
• Oversee day‑to‑day service delivery, allocating workflow to ensure service standards, quality and turnaround times are consistently met across all channels.
• Act as an escalation point for complex, urgent or sensitive client and adviser matters, including key and high‑net‑worth arrangements.
• Drive quality, coaching and continuous improvement initiatives through call monitoring, quality reviews and Voice of Customer insights.
• Identify service risks, trends and improvement opportunities, implementing solutions to enhance efficiency and client experience.
• Build strong relationships with internal stakeholders including Product, Sales, Compliance, Risk, IT and Strategy, providing clear insights and performance reporting.
• Ensure adherence to governance, compliance and regulatory obligations, supporting audits, risk reviews and documentation standards.
• Partner with key dealer groups through training, advisory support and participation in sales activities as required.

Skills

Leadership

Coaching

Stakeholder management

Communication

Problem solving

Job description

The Client Services Team Leader is responsible for delivering consistent, high‑quality client service outcomes by leading, coaching and developing a team of Client Services Officers. The role plays a critical part in ensuring service excellence across all client contact channels while acting as a subject‑matter expert across HUB24 products, processes and systems.

The Team Leader drives a strong service culture, ensures adherence to service levels and compliance obligations, and partners closely with internal stakeholders to deliver a seamless adviser and investor experience.

Responsibilities:

Lead, coach and develop a high‑performing Client Services team, fostering a culture of service excellence aligned to HUB24 values.

Manage team performance through regular 1:1s, feedback, coaching and targeted capability uplift, including recruitment and onboarding where required.

Oversee day‑to‑day service delivery, allocating workflow to ensure service standards, quality and turnaround times are consistently met across all channels.

Act as an escalation point for complex, urgent or sensitive client and adviser matters, including key and high‑net‑worth arrangements.

Drive quality, coaching and continuous improvement initiatives through call monitoring, quality reviews and Voice of Customer insights.

Identify service risks, trends and improvement opportunities, implementing solutions to enhance efficiency and client experience.

Build strong relationships with internal stakeholders including Product, Sales, Compliance, Risk, IT and Strategy, providing clear insights and performance reporting.

Ensure adherence to governance, compliance and regulatory obligations, supporting audits, risk reviews and documentation standards.

Partner with key dealer groups through training, advisory support and participation in sales activities as required.

Requirements:

5+ years’ experience in financial services, ideally within platforms, client services or contact centre environments.

Proven experience leading, coaching or developing teams while balancing operational delivery and continuous improvement.

Strong understanding of domestic financial products, including investment platforms, superannuation, managed accounts and administration processes.

Demonstrated ability to manage operational performance, service levels and quality frameworks.

Excellent stakeholder management, communication (written and verbal) and problem‑solving skills.

Ability to influence, negotiate and present clearly and persuasively to achieve positive outcomes.

A client‑first mindset with a strong focus on service excellence and commercial outcomes.

Calm, resilient and considered under pressure, with the agility to adapt in a fast‑moving environment.

A positive, growth‑oriented mindset with a strong commitment to continuous improvement.