Senior Business And Investor Services Support Associate (Contact Centre)

Apex Group; Sydney; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Competitive remuneration

Training & development opportunities

Global business culture

Job summary

Apex Group in Sydney, Australia, is seeking a Senior Business and Investor Services Support Associate to lead and develop a high‑performing team in the contact centre. You will coach, QA, and provide technical guidance while delivering exceptional member and employer experiences.

Working with the manager, you will drive capability, handle complex enquiries, monitor SLAs, and promote service excellence. The role emphasizes coaching, quality assurance, and strong stakeholder relationships within a

Qualifications

• At least 2 years in a contact centre or administration.
• Experience coaching, training, mentoring or QA activities.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Advanced stakeholder management and customer service skills.
• Strong organisational and time-management capability.
• Knowledge of complaint handling frameworks and dispute resolution processes.

Responsibilities

• Effectively manage inbound and outbound calls for various clients.
• Provide outstanding verbal and written customer service.
• Be the first contact point for investors, financial advisors, and clients.
• Respond to queries by both phone and email in a timely and efficient manner.
• Proactively monitor queues and ensure SLAs are met daily.
• Assist in driving team engagement, performance, productivity, and service excellence.
• Serve as a key point of contact for team members requiring guidance on processes, technical enquiries, and member service scenarios.
• Provide leadership support during periods of manager absence or increased operational demand.
• Conduct regular quality assurance reviews of member interactions across phone, email, and written correspondence.
• Deliver constructive and timely feedback to team members that supports continuous improvement.
• Prepare and maintain quality assurance reporting, trend analysis, and insights for management.
• Monitor adherence to service standards, member outcomes, compliance requirements, and quality expectations.
• Provide ongoing coaching and support to improve communication, empathy, active listening, member engagement, and call control techniques.
• Coach team members on effective objection handling, difficult conversations, and de-escalation techniques.
• Reinforce customer-centric behaviours and service excellence standards.
• Support the development of professional written communication skills across email and correspondence channels.
• Promote a culture of accountability, confidence, and continuous learning.
• Organise and maintain the mailroom and all supplies.
• Collect, receive, sort and distribute mail to proper recipients or departments.
• Preparation and execution of mailouts, including franking of envelopes.
• Other ad hoc administrative duties, as required

Skills

Coaching

Quality assurance

Customer service

Stakeholder management

Training

Problem solving

Communication

Team leadership

Job description

Senior Business and Investor Services Support Associate

Location: Sydney, Australia

Role Purpose

The role is a senior operational and technical resource within the Contact Centre, responsible for delivering exceptional member and employer experiences while supporting the manager in the day‑to‑day leadership and development of the team.

Working closely with the manager, this role provides coaching, quality assurance, technical guidance, training, and escalation support to ensure the team consistently delivers high‑quality service, compliance outcomes, and positive member experiences.

Key responsibilities include quality monitoring and feedback, capability development, knowledge management, soft skills coaching, handling complex enquiries and complaints, and acting as a trusted reference point for team members.

Key Responsibilities

• Effectively manage inbound and outbound calls for various clients
• Provide outstanding verbal and written customer service
• Be the first contact point for investors, financial advisors, and clients
• Respond to queries by both phone and email in a timely and efficient manner
• Proactively monitor queues and ensure SLAs are met daily
• Assist in driving team engagement, performance, productivity, and service excellence
• Serve as a key point of contact for team members requiring guidance on processes, technical enquiries, and member service scenarios
• Provide leadership support during periods of manager absence or increased operational demand
• Conduct regular quality assurance reviews of member interactions across phone, email, and written correspondence
• Deliver constructive and timely feedback to team members that supports continuous improvement
• Prepare and maintain quality assurance reporting, trend analysis, and insights for management
• Monitor adherence to service standards, member outcomes, compliance requirements, and quality expectations
• Provide ongoing coaching and support to improve communication, empathy, active listening, member engagement, and call control techniques
• Coach team members on effective objection handling, difficult conversations, and de‑escalation techniques
• Reinforce customer‑centric behaviours and service excellence standards
• Support the development of professional written communication skills across email and correspondence channels
• Promote a culture of accountability, confidence, and continuous learning
• Organise and maintain the mailroom and all supplies
• Collect, receive, sort and distribute mail to proper recipients or departments
• Preparation and execution of mailouts, including franking of envelopes
• Other ad hoc administrative duties, as required

Skills Required

• Demonstrated experience (at least 2 years) within a contact centre or administration environment
• Experience conducting coaching, training, mentoring, or quality assurance activities
• Strong analytical and problem‑solving skills
• Excellent verbal and written communication skills
• Advanced stakeholder management and customer service skills
• Strong organisational and time‑management capability
• Knowledge of complaint handling frameworks and dispute resolution processes

What you will get in return

• A genuinely unique opportunity to be part of an expanding large global business
• Competitive remuneration commensurate with skills and experience
• Training and development opportunities

Additional information

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio‑economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please

Personal data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidential. Such personal data can be accessed by different Apex stakeholders within and out of country for the consideration of the job application hereunder. Application made by the job applicant(s) constitutes the irrevocable consent of the job applicant for her/his personal data to be used by Apex stakeholders within or outside country for the purpose of this recruitment.