Perth Contact Centre Leader – Local Impact & Coaching

Teachers Mutual Bank; Perth; On-site; AUD 90,000 - 110,000; Full time

Job summary

Teachers Mutual Bank Limited in Perth is seeking a Contact Centre Team Leader to coach and develop a 10–12 person team, delivering outstanding service for our members. You’ll exercise local autonomy and collaborate with branches and the broader National Contact Centre to maintain high performance.

You’ll provide regular performance coaching, ensure engagement and service standards, and make timely operational decisions when leaders aren’t available, while building strong stakeholder

Qualifications

• Experience leading a contact centre or customer service team.
• Banking/financial services exposure in a regulated environment.
• Ability to make independent operational decisions and coach effectively.

Responsibilities

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

Skills

Team Leadership

Coaching

Contact centre

Customer service

Relationship building

Education

Certificate IV or Diploma in Financial Services

FSR Tier 2 accreditation

Job description

Teachers Mutual Bank Limited in Perth is seeking a Contact Centre Team Leader to coach and develop a 10–12 person team, delivering outstanding service for our members. You’ll exercise local autonomy and collaborate with branches and the broader National Contact Centre to maintain high performance.

You’ll provide regular performance coaching, ensure engagement and service standards, and make timely operational decisions when leaders aren’t available, while building strong stakeholder