Member Services Team Leader

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

ABOUT THE COMPANY

NECA is an Industrial Association representing the interests of the electrical and communications contracting industry across Australia, for over a century. As a thriving not-for-profit business and association, we pride ourselves on providing excellent service, guidance and advice to our members to help them build stronger businesses and represent their interests.

As the peak industry body for the electrotechnology industry, we also provide support, education, training, legal advice, and the supply of tools, clothing and equipment through our secondary businesses to meet the needs of our members.

Our goal is to lift the standards of the electrotechnology industry and provide a strong voice for our members, while delivering critical information and services to help them navigate changes affecting the industry.

ABOUT THE ROLE

Reporting to the Executive Director ACT & NSW, the Member Services Team Leader plays an important role in developing team capability to achieve goals and build a high-performance team through a culture of coaching and mentoring.

This role is responsible for monitoring team and individual performance, providing regular feedback and coaching, and ensuring member and customer enquiries are handled professionally and within appropriate timeframes. This is a hands‑on role that also provides direct support to our members and this balance is reflected in the target and workload expectations.

Working closely with internal stakeholders across NECA, you'll help drive continuous improvement, identify opportunities to enhance service delivery, and support the team to achieve its objectives.

We're looking for a confident and motivated leader who enjoys developing people, improving processes and delivering an exceptional customer experience. You'll bring strong communication skills, sound judgement, and a proactive approach to resolving issues and supporting your team.

This is a full‑time position working 38 hours per week. Hybrid working arrangements are available upon successful completion of training.

KEY RESPONSIBILITIES

• Team leadership & coaching: develop team capability through regular coaching, feedback and one-on-one meetings, fostering a supportive and high-performing team culture.
• Performance management: monitor individual and team productivity, review performance reports, and identify trends and opportunities for improvement.
• Member & customer service: support the delivery of high-quality service to NECA members and non-members, ensuring enquiries are addressed promptly and professionally.
• Escalations & problem-solving: act as a point of escalation for complex enquiries and issues, exercising sound judgement to support timely and appropriate resolutions.
• Stakeholder relationships: build and maintain effective working relationships with internal and external stakeholders across NECA.
• Reporting & compliance: prepare monthly performance reports and promptly report or escalate risks, compliance concerns, issues and failures to management.
• Product & service knowledge: maintain up-to-date knowledge of NECA's products and services to support the team in delivering informed and effective customer service.

WHAT WE'RE LOOKING FOR

We're seeking a people-focused hands-on person who is passionate about customer service and understands the importance of building a capable, motivated and high-performing team. We are also willing to consider someone with relevant customer service centre experience who is looking to step up into their first leadership role, with the right training and support.

You'll be comfortable monitoring performance, providing constructive feedback, coaching team members and managing competing priorities. You'll also have the confidence to address escalated issues, identify opportunities for improvement and work collaboratively with stakeholders across the business.

The successful applicant will be organised, analytical and proactive, with strong communication skills and the ability to turn performance insights into practical improvements.

If you're someone who takes ownership, enjoys developing others and is committed to delivering excellent service, we'd love to hear from you.

ESSENTIAL CRITERIA

• Previous experience working in a Contact Centre environment.
• Demonstrated coaching experience, including providing feedback and supporting employee development.
• Strong customer service skills, with a commitment to delivering timely and effective outcomes.
• Proficiency in Microsoft Office applications.
• Strong written and verbal communication skills.
• Strong organisational skills, with the ability to manage competing priorities and meet deadlines.
• Sound judgement and the ability to manage escalations appropriately.
• Ability to build and maintain effective relationships with internal and external stakeholders.

BENEFITS OF WORKING AT NECA

• Join a not-for-profit organisation representing the electrotechnology and telecommunications industry.
• Contribute to a team focused on delivering quality service to members and customers.
• Opportunities to develop your leadership and coaching capabilities.
• Access to an Employee Assistance Program.
• Hybrid working arrangement upon successful completion of training
• Access to professional development.

All applicants must have the right to live and work in Australia. If additional information is required, please contact **************@neca.asn.au. Applications will be processed via Seek only.