Contact Centre Team Leader

Bank Australia; Traralgon; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Free counselling

Free flu vaccinations

Discounted gym memberships

Study assistance

Paid parental leave

Job summary

Bank Australia is seeking a Contact Centre Team Leader in Traralgon to drive customer excellence and operational efficiency. You will manage a team of General Enquiries Consultants, ensuring service levels, adherence to policies, and delivery of sales and referral targets.

The role includes staff development, performance reviews and reporting. The ideal candidate will bring extensive contact centre experience, a solid understanding of banking products, and proven leadership to inspire a

Qualifications

• Extensive contact centre experience with a track record of delivering service levels.
• Knowledge of banking products and services is essential.
• Experience leading a team to deliver exceptional customer experiences.

Responsibilities

• Ensure team meets customer needs, service levels and sales/referral targets.
• Action all enquiries and transactions per policies and guidelines.
• Lead projects and implement process improvements for better service and efficiency.
• Monitor call and digital channel volumes and staff workloads.
• Coordinate staff training and establish performance objectives.
• Conduct staff appraisals and support salary reviews.
• Provide timely performance reporting and act as a backup when other Team Leaders are absent.

Skills

Team leadership

Customer service

Banking product knowledge

Communication

Prioritisation

Tools

CRM systems

Job description

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