Client Services Team Leader

HUB24 Limited; Gold Coast City; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Flexible hybrid work

Employee Share Scheme

Additional leave & wellbeing support

Enhanced parental leave

Discounts & financial wellbeing

Job summary

HUB24 Limited on the Gold Coast is seeking a Client Services Team Leader to inspire and develop a high-performing team. You’ll oversee client service delivery across adviser and investor channels, acting as a subject‑matter expert on HUB24 products and processes.

This role emphasizes coaching, performance management, and governance adherence, with close collaboration with Product, Sales, Compliance and IT to drive service excellence and timely outcomes for clients.

Qualifications

• 5+ years in financial services, ideally platforms or client services.

Responsibilities

• Lead, coach and develop a high-performing Client Services team across channels.
• Oversee day-to-day service delivery, ensuring standards and turnaround times are met.
• Act as escalation point for complex or high-net-worth client matters.
• Drive quality and continuous improvement via coaching and feedback.
• Build strong relationships with internal stakeholders and report performance insights.
• Ensure governance, compliance and regulatory requirements are met.
• Partner with dealer groups through training and advisory support.

Skills

Leadership

Stakeholder management

Communication

Problem-solving

Negotiation

Client-first mindset

Adaptability

Team coaching

Job description

About HUB24

At HUB24, we’re rethinking the way wealth management works, combining platform, technology and data to create better outcomes for financial professionals and their clients.

Our purpose is simple: Empower better financial futures, together.

What sets us apart is how we work. We back bold thinking, move with pace, and turn ideas into action. You’ll have the opportunity to make a real impact across your team, the business, and for the clients we support every day.

HUB24 Limited is an ASX-listed company (ASX: HUB) and part of the ASX100. We have over 1,100 employees across Australia, with offices in Sydney, Melbourne, Brisbane, Perth and the Gold Coast.

Why you’ll enjoy working here

We create an environment where you can do your best work and see the impact of it.

• Work with smart, collaborative people who get things done.
• Your ideas won’t sit in a backlog, they’ll be heard, tested and actioned.
• Grow your career your way, with support to learn, stretch and explore new opportunities.

We also offer benefits to support you inside and outside of work:

• Genuinely flexible and hybrid ways of working.
• Employee Share Scheme.
• Additional leave and wellbeing support.
• Enhanced parental leave and support through different life stages.
• Everyday benefits, including discounts and financial wellbeing support.

Why this is an exciting opportunity

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.

What You’ll Be Doing

• 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.

What You Bring

You don’t need to tick every box, but experience in the below will set you up for success.

Experience & Skills

• 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 (2 years minimum).
• 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.

Our process

• You’ll receive an acknowledgement after applying.
• Our Talent team will review your application and keep you updated.
• If shortlisted, we’ll connect to learn more about you.
• Interviews may be virtual or in person.
• You’ll receive an outcome and feedback.

If you need any adjustments, please let us know - we’re here to support you.

Our commitment

We’re committed to building an inclusive environment where everyone feels valued and supported to do your best work. We welcome applications from people of all backgrounds, identities and experiences.

Agencies, we work with a panel of preferred suppliers and are not accepting any unsolicited CVs.