Senior Client Services SME & Coaching Lead

Apex Group; Australia; Remote; AUD 70,000 - 90,000; Full time

Job summary

Apex Group seeks a Senior Client Services Administrator in Australia to act as SME across superannuation products, fund rules, member servicing, and contact centre operations. You will coach, provide quality assurance, training, and escalation support to ensure compliant, high-quality member experiences and consistent service delivery.

Location options include Brisbane, Melbourne, or Sydney; you will collaborate with the Team Leader and support onboarding, knowledge management, and performance

Qualifications

• RG146 qualification required.
• Strong knowledge of superannuation, insurance, and related legislation.
• Experience in a contact centre or administration environment.
• Experience coaching, training, mentoring, or quality assurance.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to influence and support peers without direct people management responsibility.
• Advanced stakeholder management and customer service skills.
• Strong organisational and time management capability.
• Desirable: SME/quality coach/trainer/senior team member experience.
• Experience preparing quality assurance reporting and performance insights.
• Knowledge of complaint handling frameworks and dispute resolution processes.
• Experience supporting workforce capability development and onboarding programs.

Responsibilities

• Act as SME, coach, trainer, and escalation support for team members.
• Lead quality assurance reviews and provide feedback to improve service.
• Develop knowledge management materials and training plans.
• Coach on soft skills and customer-centric behaviours.
• Assist with onboarding and competency development.
• Manage complex member, employer, and adviser inquiries.
• Deliver high-quality inbound/outbound member, employer, and adviser support.
• Process designated administration tasks accurately and within standards.
• Identify performance issues and drive improvement initiatives.
• Support workforce capability development and onboarding programs.

Skills

RG146 qualified

Superannuation knowledge

Insurance knowledge

Contact centre experience

Coaching & QA

Analytical skills

Communication skills

Influence without authority

Stakeholder management

Organisation & time management

SME / trainer experience

QA reporting & insights

Complaint handling knowledge

Workforce development onboarding

Education

Cert RG146

Job description

Apex Group seeks a Senior Client Services Administrator in Australia to act as SME across superannuation products, fund rules, member servicing, and contact centre operations. You will coach, provide quality assurance, training, and escalation support to ensure compliant, high-quality member experiences and consistent service delivery.

Location options include Brisbane, Melbourne, or Sydney; you will collaborate with the Team Leader and support onboarding, knowledge management, and performance