Contact Centre Team Leader - Customer Experience

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

Benefits offered by this job

14% superannuation

Flexible working options

Wellbeing benefits (counselling, flu v

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Contact Centre

Leadership

Banking knowledge

Communication

Problem solving

Microsoft Office

Tools

Microsoft Office

Job description

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.