Client Services Team Lead

CMC Markets ANZ; Willoughby; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Five extra annual leave days

Birthday off

$0 trades access

L&D training and wellbeing hub

Office perks and events

Job summary

CMC Markets ANZ is seeking a Client Services Team Leader to oversee a team of up to 15 Customer Service Representatives in our Stockbroking division. You’ll coach, monitor performance and handle escalations across phone, email and live chat, driving strong client outcomes.

You’ll lead training, onboarding and process improvements while partnering with Workforce Planning to deliver a high-performing, compliant customer service function. Five days in the office is typical.

Qualifications

• Experience leading a team in a high-volume customer service environment.
• Proven track record developing people and improving team performance.
• Experience with workforce planning, service levels and operational performance.
• Ability to identify and implement process improvements.
• RG146 accreditation and commitment to ongoing professional development.

Responsibilities

• Manage escalated complaints and complex client interactions.
• Run team meetings and embed new knowledge and business changes.
• Provide performance insights and recommendations to the Client Services Manager.
• Maintain strong compliance and RG146 standards across the team.

Skills

People leadership

High-volume CS

Workforce planning

Service levels

Process improvement

Decision making

Problem solving

RG146

Job description

If you also believe that everyone should be able to achieve their financial potential, then you’ll love contributing to CMC Markets’ company vision of providing the ultimate trading experience. Seize the opportunity to progress your career in the fintech industry by joining a global leader in CFD trading and share investing. Grow yourself personally and professionally with a company that’s growing with you, through global expansion and product offering.

We’re looking for an energetic and people-focused Client Services Team Leader to lead a team of up to 15 Customer Service Representatives within our Stockbroking business. You’ll play an important role in developing your team, improving client experiences and delivering strong service outcomes across CMC Markets and our white-label partners. If you enjoy coaching people, solving complex client issues and finding ways to improve how a team operates, this is an opportunity to make a visible impact within a growing fintech.

Why You’ll Like Working Here

Just some of the reasons you’ll love working here include:

• Leave benefits: Accrue five additional annual leave entitlements each year called My Days, as well as enjoying five extra annual leave days once you pass 12 months. Enjoy your birthday off to spend time with family and friends, on us! Utilise a free annual charity day to give back to your community.
• $0 Trades: Staff and family trading accounts with CMC Markets Invest have access to $0 trades for all domestic and international equity orders.
• Continuous learning: Our L&D offering covers both technical and performance training, ensuring you’re always learning new skills.
• Benefits & wellbeing: Enjoy unlimited access to a dedicated benefits and wellbeing hub, including retailer discounts and resources to support your physical and mental wellbeing.
• Collaboration: We believe great things happen when smart people work together, which is why we work five days in the office.
• Office perks: Enjoy complimentary breakfast cereals and coffee, while our Culture Club provides opportunities to connect through fitness, social events, classes, trivia and more.

What You’ll Be Working On

Reporting to the Client Services Manager - Stockbroking, you’ll lead and support a team, helping them deliver professional, efficient and compliant service across phone, email and live chat. You’ll coach team members, monitor performance, manage complex and escalated client enquiries and work with the broader Client Services team to improve service levels and client satisfaction.

You’ll also play an active role in building team capability and improving how we work. From supporting training and onboarding to identifying process improvements and partnering with Workforce Planning, you’ll help create a high-performing team that delivers a consistently strong client experience.

Your responsibilities will also include:

• Managing escalated complaints, financial crime matters and complex client interactions
• Running team meetings and embedding new knowledge and business changes
• Identifying opportunities to improve processes, efficiency and service qualityProviding performance insights and recommendations to the Client Services Manager
• Maintaining strong compliance and RG146 standards across the team

What Will Make You Successful?

You’ll thrive in this role if you’re a natural people leader who brings energy, resilience and a genuine passion for helping others succeed. You’ll be confident making decisions, having challenging conversations and supporting your team through change, while keeping the client experience at the centre of what you do.

You’ll also bring:

• Experience leading a team in a high-volume customer service or operations environment
• A strong track record of developing people and improving team performance
• Experience working with workforce planning, service levels and operational performance
• The confidence to identify and implement process improvements
• Strong decision-making and problem-solving skills
• Resilience, drive and a positive approach to change
• RG146 accreditation and a commitment to ongoing professional development

Experience in stockbroking, financial services or a regulated customer service environment will be highly regarded.

The Things We Live By

CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and are able to do their best work.

We don’t just value differences and unique perspectives, we seek them out and invite them in because we know they lead to better outcomes for everyone.

We look forward to hearing from you!