Member Services Team Lead - Coaching & Customer Care

National Electrical and Communications Association NSW Branch; Sydney; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Hybrid working

Employee Assistance Program

Professional development

Right to live and work in Australia

Job summary

NECA is seeking a hands-on Member Services Team Leader to develop and lead a high-performing team delivering exceptional customer experience. The role involves coaching, performance monitoring, and handling member and customer enquiries with professional, timely responses.

Reporting to the Executive Director ACT & NSW, the successful applicant will drive process improvements, maintain product knowledge, and collaborate with stakeholders across NECA.

Qualifications

• Experience in a contact centre environment.
• Proven coaching experience with staff development.
• Strong customer service focus and timeliness.
• Proficient in Microsoft Office applications.
• Excellent written and verbal communication skills.
• Strong organisational skills and ability to manage priorities.
• Sound judgement and escalation handling.
• Ability to build effective stakeholder relationships.

Responsibilities

• Team leadership & coaching: develop team capability through regular coaching, feedback, and one-on-one meetings.
• Performance management: monitor productivity, review reports and identify improvement opportunities.
• Member & customer service: deliver high-quality service to NECA members and non-members.
• Escalations & problem-solving: act as escalation point for complex enquiries and resolve issues promptly.
• Stakeholder relationships: build and maintain internal/external relationships across NECA.
• Reporting & compliance: prepare monthly performance reports and flag risks to management.
• Product & service knowledge: stay up-to-date with NECA offerings to support service delivery.

Skills

Contact Centre experience

Coaching

Customer service

MS Office

Communication skills

Organisational skills

Judgement

Stakeholder relationships

Tools

MS Office

Job description

NECA is seeking a hands-on Member Services Team Leader to develop and lead a high-performing team delivering exceptional customer experience. The role involves coaching, performance monitoring, and handling member and customer enquiries with professional, timely responses.

Reporting to the Executive Director ACT & NSW, the successful applicant will drive process improvements, maintain product knowledge, and collaborate with stakeholders across NECA.