Contact Centre Team Leader

Qudos Bank; Traralgon; Vor Ort; AUD 70.000 - 90.000; Vollzeit

Benefits dieser Stelle

14% superannuation

Flexible working options

Wellbeing benefits (counselling, flu v

Zusammenfassung

Bank Australia, formed from a merger with Qudos Bank, is seeking a Contact Centre Team Leader in Traralgon. You will lead a team of General Enquiries Consultants to deliver outstanding customer experience in line with our core values and purpose.

Join a purpose-driven bank with flexible working options, strong wellbeing benefits, and opportunities for development as we strengthen our services for customers and communities.

Qualifikationen

• Experience in managing a contact centre team and meeting service levels.
• Knowledge of banking products and services.
• Proven ability to lead and motivate a team to deliver outstanding customer experience.
• Excellent communication, interpersonal and organisational skills.
• Ability to prioritise and handle high workloads.
• Commitment to Bank Australia’s purpose and values.

Aufgaben

• Ensure team meets customer needs, service levels and sales/ referral targets.
• Ensure enquiries and transactions comply with policies and standards.
• Lead process improvements for better customer service and efficiency.
• Monitor channel volumes and staff workloads.
• Keep teams informed on service delivery matters.
• Coordinate staff training with peers.
• Establish and manage individual and team performance objectives.
• Perform staff appraisals and participate in salary review processes.
• Provide timely performance reporting.
• Act as a Team Leader in the absence of others.

Kenntnisse

Contact Centre

Leadership

Banking knowledge

Communication

Problem solving

Microsoft Office

Tools

Microsoft Office

Jobbeschreibung

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

We currently have a Fixed-Term Full-Time opportunity for a Contact Centre Team Leader in Traralgon. The Contact Centre Team Leader is accountable for the successful management of their assigned team of General Enquiries Consultants to deliver an outstanding customer experience in alignment with the bank's core values and purpose.

• We have big plans to become Australia’s leading purpose-driven bank.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, balancing profit and purpose.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Ensure that the team meets customer needs / service levels and achieves sales and referral targets
• Ensure all enquiries and transactions are actioned in accordance with policies and guidelines and service standards are achieved
• Work on projects and actively seek process improvement contributing to better customer service and operational efficiency
• Monitor channel (call and digital) volumes, assess levels and staff workloads
• Keep teams fully informed on matters which effect the delivery of services
• Co-ordinate and implement staff training in consultation with peers
• Establish and manage performance objectives for individuals and the team
• Complete staff appraisals in accordance with Bank Australia procedures and make recommendations regarding annual salary reviews
• Provide timely, accurate and appropriate performance reporting
• Act in the absence of other department Team Leaders.

What you will bring

• High level of experience and subject matter expertise in one or more Contact Centre functions
• Knowledge of banking products and services
• Experience leading and motivating a team, in particular to deliver an exceptional customer experience
• Excellent communication, interpersonal and organisational skills
• Ability to effectively determine priorities and allocate work under high workloads
• Ability to manage conflict satisfactorily and to solve problems
• Ability to investigate and follow up queries
• Outstanding customer service focus and delivery
• High level of competence with Microsoft products
• Demonstrated ability to complete projects and conduct training programs
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.