Customer Care Team Lead: Lead, Coach & Scale in Regulated Ops

Neilson Financial Services Limited; Sydney; Presencial; AUD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Neilson Financial Services Limited is seeking a Customer Care Manager to lead a growing ANZ Customer Care function in Sydney. You’ll drive a high-performing team, ensure adherence to service standards and regulatory obligations, and partner with learning and development to upskill staff.

The role blends people leadership with process improvement, focusing on customer advocacy, risk management and scalable operations in a fast-paced environment.

Formación

• Leads teams to hit KPIs and deliver high-quality customer service.
• Develops people, processes and performance through coaching and feedback.
• Operates in a regulated call centre environment with scripting and compliance requirements.

Responsabilidades

• Lead team performance through regular 121s, coaching and improvement plans, with feedback documented.
• Build deep product, systems and process knowledge across your team.
• Hold direct reports accountable to their KPIs.
• Partner with Learning and Development on inductions and ongoing training.
• Track and analyse daily results, spotting trends and opportunities to improve.
• Report weekly and monthly performance to Head of Customer Care.
• Champion change and continuously challenge the status quo.
• Communicate with clarity to motivate your team.
• Maintain a compliant, risk-aware operating framework.
• Foster an engaged, inclusive culture aligned to values.
• Run weekly call calibrations, coaching sessions and quality checks.
• Resolve escalated complaints per process.

Conocimientos

Team leadership

Coaching

KPIs

Compliance knowledge

Communication

Data analysis

MS Office

Herramientas

Microsoft Office

Descripción del empleo

Neilson Financial Services Limited is seeking a Customer Care Manager to lead a growing ANZ Customer Care function in Sydney. You’ll drive a high-performing team, ensure adherence to service standards and regulatory obligations, and partner with learning and development to upskill staff.

The role blends people leadership with process improvement, focusing on customer advocacy, risk management and scalable operations in a fast-paced environment.