Perth Contact Centre Lead: Local Autonomy & Coaching

Teachers Mutual Bank Limited; Western Australia; On-site; AUD 85,000 - 110,000; Full time

Job summary

Teachers Mutual Bank Limited in Perth invites you to join as Contact Centre Team Leader, guiding a local team of 10–12 members. You’ll lead daily operations, coach for performance and quality, and ensure exceptional service while staying connected with the National Contact Centre.

You’ll shape how the team works locally, engage with branches, and balance risk with member outcomes. The role offers autonomy, opportunity to influence culture, and a clear path to develop leadership capabilities

Qualifications

• Previous experience leading and coaching a contact centre or customer service team.
• Banking or financial services experience in a regulated environment.
• Ability to operate independently and make considered operational decisions.
• Experience providing performance and quality coaching.
• Strong relationship-building skills across stakeholder groups.
• Sound problem-solving skills with focus on member outcomes.

Responsibilities

• Lead, coach and develop a team of approximately 10-12 people.
• Provide regular performance, quality and development coaching.
• Maintain strong team engagement, motivation and service standards.
• Make sound operational decisions when senior leaders are unavailable.
• Build productive relationships with branches and internal teams.
• Support local engagement activities and operational requirements.
• Identify service, quality and process improvement opportunities.
• Promote a member-focused approach and strong risk awareness.

Skills

Team leadership

Coaching

Contact centre

Banking experience

Independent decision-making

Relationship building

Problem solving

Customer service

Education

Certificate IV or Diploma in Financial Services

Job description

Teachers Mutual Bank Limited in Perth invites you to join as Contact Centre Team Leader, guiding a local team of 10–12 members. You’ll lead daily operations, coach for performance and quality, and ensure exceptional service while staying connected with the National Contact Centre.

You’ll shape how the team works locally, engage with branches, and balance risk with member outcomes. The role offers autonomy, opportunity to influence culture, and a clear path to develop leadership capabilities