Member Services Team Leader

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

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 elevate 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.

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.

The National Electrical and Communications Association (NECA) is the peak industry body representing the best interests of the electrical and communications contracting industry in Australia.

Being the only peak body run by contractors, for contractors allows NECA to offer an integrated package which considers all the needs of our members. Whether it’s making your business stronger, recognising excellence with our Annual Awards or representing the big issues to State and Federal Government across Australia on our Policies and Lobbying page. NECA will work with you to ensure the best outcome.