Contact Centre Team Leader

Teachers Mutual Bank; Perth; On-site; AUD 90,000 - 110,000; Full time

Job summary

Teachers Mutual Bank Limited in Perth is seeking a Contact Centre Team Leader to coach and develop a 10–12 person team, delivering outstanding service for our members. You’ll exercise local autonomy and collaborate with branches and the broader National Contact Centre to maintain high performance.

You’ll provide regular performance coaching, ensure engagement and service standards, and make timely operational decisions when leaders aren’t available, while building strong stakeholder

Qualifications

• Experience leading a contact centre or customer service team.
• Banking/financial services exposure in a regulated environment.
• Ability to make independent operational decisions and coach effectively.

Responsibilities

• Lead, coach and develop a team of 10–12 people.
• Deliver performance, quality and development coaching.
• Maintain engagement, motivation and service standards.
• Make timely operational decisions when senior leaders are unavailable.
• Build relationships with branches and internal teams.
• Support local engagement activities and improvement opportunities.
• Promote a member-focused approach and risk awareness.

Skills

Team Leadership

Coaching

Contact centre

Customer service

Relationship building

Education

Certificate IV or Diploma in Financial Services

FSR Tier 2 accreditation

Job description

Make a local impact through purposeful leadership

This is an opportunity to lead, coach and develop a Perth-based contact centre team while making a meaningful difference to members and the wider organisation.

As the Contact Centre Team Leader, you'll provide the day-to-day leadership and local decision-making that helps your team deliver outstanding service, maintain strong operational performance and stay connected with the broader National Contact Centre.

With the Perth team operating separately from the Sydney leadership group, you'll have genuine autonomy and the opportunity to shape how the team works, develops and engages locally.

Why this role matters

You'll lead a team of approximately 10-12 people who support members with their banking needs. Your leadership will directly influence service quality, team capability, member outcomes and the overall performance of the Perth Contact Centre.

You'll be the local leadership representative, providing coaching, guidance and timely operational decisions while building strong relationships with branch teams and other internal stakeholders.

In this role, you'll

• Lead, coach and develop a team of approximately 10-12 people.
• Provide regular performance, quality and development coaching.
• Maintain strong team engagement, motivation and service standards.
• Make sound operational decisions when senior leaders are unavailable.
• Build productive relationships with branches and internal teams.
• Support local engagement activities and operational requirements.
• Identify service, quality and process improvement opportunities.
• Promote a member-focused approach and strong risk awareness.

Workforce planning and rostering will continue to be managed by the dedicated workforce management team.

What you'll bring

Essential

• Previous experience leading and coaching a contact centre or customer service team.
• Banking or financial services experience and an understanding of the expectations within a regulated environment.
• The ability to operate independently and make considered operational decisions.
• Experience providing practical, constructive performance and quality coaching.
• Strong relationship-building skills across operational and business stakeholder groups.
• A thoughtful and respectful approach to supporting team members.
• Sound problem-solving skills and a focus on positive member outcomes.

Nice to have

• FSR Tier 2 accreditation.
• A Certificate IV or Diploma in Financial Services.
• Experience working with branch banking or geographically separated leadership teams.
• Exposure to complaints, risk, compliance or service-quality processes.

If you bring much of this experience but not every listed requirement, we'd still encourage you to apply.

Why TMBL?

You’ll join a values-led, member-owned bank where your leadership can make a visible difference to your team and the members they support. This role offers meaningful local responsibility while remaining connected to a broader national leadership group.

About TMBL

Teachers Mutual Bank Limited is one of Australia's largest mutual banks.

For 60 years, we've been helping Australians achieve their financial goals while staying true to our purpose: banking for good.

As a 100% member-owned bank, our profits are reinvested to benefit our members, communities and the causes that matter most. Our commitment to social and environmental impact is embedded in everything we do - from the products and services we offer to the way we support our people and communities.

We're proud to be a Certified B Corp, reflecting our commitment to high standards of social and environmental performance, transparency and accountability.

Across our five retail brands, we support more than 280,000 members, including many working in education, emergency services and healthcare - people who make a difference in communities every day.

When you join our bank, you'll become part of a values-led organisation where passion, excellence, growth and sustainability guide the way we work. Together, we're creating an inclusive culture, delivering great member experiences, and proving that banking can be a force for good.

Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.