Contact Centre Team Leader

The Mutual Bank; Maitland; Hybride; AUD 70 000 - 90 000; Plein temps

Résumé du poste

The Mutual Bank in New South Wales is looking for an experienced Contact Centre Team Leader to guide a hands-on team while staying connected to customers. You will support day-to-day operations, coach and develop team members, and help deliver a consistently high level of service.

The role requires you to jump into the phone queues when needed, ensuring customer inquiries are handled promptly and professionally.

Qualifications

• Minimum 2 years' experience in a call centre.
• Experience coaching and developing team members.
• Strong communication and interpersonal skills.
• Knowledge of regulatory requirements for authorised deposit-taking institutions.
• Experience with Genesys Cloud would be advantageous.

Responsabilités

• Lead, coach, motivate and support Team Members to grow their capability.
• Coordinate the day-to-day operations of the Contact Centre.
• Monitor workloads and support effective service delivery.
• Help the team achieve its required outcomes and KPIs.
• Maintain a positive, collaborative and can-do team environment.
• Maintain strong knowledge across our products and services.
• Take ownership of customer enquiries and complaints, resolving them promptly and professionally.
• Ensure the team operates within relevant policies and procedures.
• Maintain effective relationships across the Contact Centre and other areas of the business.
• Step into the phone queues and directly support customers when operationally required.

Connaissances

People leadership

Coaching

Communication

Customer focus

Problem solving

Regulatory knowledge

Outils

Genesys Cloud

Description du poste

Lead, coach and support a great team while staying connected to our customers.

We're looking for an experienced and people-focused Contact Centre Team Leader to join The Mutual Bank.

This is a hands-on leadership opportunity where you'll support the day-to-day operations of our Contact Centre, coach and develop Team Members, and help deliver a consistently great experience for our customers.

Importantly, this isn't a role where you'll step completely away from the phones. You'll be expected to jump into the phone queues when required, supporting your team during busy periods and helping us maintain a great level of service to our customers.

The role offers a hybrid working arrangement, with the flexibility to work between our Head Office located in East Maitland and home. Standard working hours are Monday to Friday, 8:45am to 5:15pm, with the requirement to work occasional Saturdays to support the team and our customers.

What you'll be doing

You'll work closely with the Head of Retail Operations to:

• Lead, coach, motivate and support Team Members to grow their capability
• Coordinate the day-to-day operations of the Contact Centre
• Monitor workloads and support effective service delivery
• Help the team achieve its required outcomes and KPIs
• Support a positive, collaborative and can-do team environment
• Maintain strong knowledge across our products and services
• Take ownership of customer enquiries and complaints, resolving them in a prompt, professional and caring way
• Ensure the team operates within relevant policies and procedures
• Maintain effective relationships across the Contact Centre and other areas of the business
• Step into the phone queues and directly support customers when operationally required.

About you

You'll be someone who enjoys bringing out the best in others but is equally comfortable rolling up your sleeves and getting involved when your team needs you.

Ideally, you'll bring:

• Strong communication, coaching and interpersonal skills
• At least 2 years' experience in a call centre environment
• The ability to motivate and support a team in a busy service environment
• Strong problem-solving skills and a genuine focus on member experience
• Knowledge and understanding of the legislative and regulatory requirements applying to authorised deposit-taking institutions
• Experience with Genesys Cloud would be an advantage
• Previous Contact Centre Team Leader experience would also be highly regarded.

Why join The Mutual Bank?

At The Mutual Bank, our values of Integrity, Respect and Care guide how we work with our customers, our communities and each other.

This role would suit someone who wants to build their leadership career while remaining close to the day-to-day customer experience. You'll have the opportunity to develop your team, contribute ideas and improvements, and play an active part in creating a Contact Centre where both our customers and our people can thrive.

Please note, background checks will be conducted as part of the recruitment process.

If you are not located in the Maitland or Newcastle areas, please address in your cover letter your intentions to relocate or otherwise be able to work from our East Maitland Head Office.