Member Services Team Lead | Hybrid & Customer Excellence

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

Benefits offered by this job

Not-for-profit

Leadership development

Employee Assistance Program

Hybrid work

Professional development

Job summary

NECA is seeking a hands-on Member Services Team Leader to develop capability and deliver exceptional service to members and customers. Reporting to the Executive Director ACT & NSW, the role balances coaching, performance monitoring and direct member support in a high‑volume environment.

This full‑time, 38‑hour-per-week position offers hybrid work after training and an opportunity to lead a motivated team within a not-for-profit industry body, driving continuous improvement and client

Qualifications

• Previous experience leading a contact centre or customer service team.
• Proven coaching experience with feedback and employee development.
• Strong customer service skills and timely outcomes.
• Excellent written and verbal communication, organization and prioritisation.
• Ability to build relationships with internal and external stakeholders.

Responsibilities

• Lead and coach the team through regular feedback, coaching and one-on-one meetings.
• Monitor performance, review reports and identify improvement opportunities.
• Deliver high-quality member and customer service, addressing enquiries promptly.
• Act as escalation point for complex issues and guide timely resolutions.
• Develop stakeholder relationships across NECA.
• Prepare monthly performance reports and raise risks or compliance concerns.

Skills

Coaching

Customer service

Communication

Time management

Problem solving

Stakeholder management

Tools

MS Office

Job description

NECA is seeking a hands-on Member Services Team Leader to develop capability and deliver exceptional service to members and customers. Reporting to the Executive Director ACT & NSW, the role balances coaching, performance monitoring and direct member support in a high‑volume environment.

This full‑time, 38‑hour-per-week position offers hybrid work after training and an opportunity to lead a motivated team within a not-for-profit industry body, driving continuous improvement and client