Senior Client Services SME & Coaching Lead

Apex Group; City of Brisbane; On-site; AUD 90,000 - 120,000; Full time

Job summary

Apex Group in Australia is seeking a Senior Client Services Administrator to act as SME for superannuation products and member servicing across Brisbane, Melbourne or Sydney. You will coach and develop the team, monitor quality, handle escalations and ensure compliance while delivering high-quality client support.

You will lead knowledge management, participate in training, and support onboarding, with a focus on performance improvement and member experience within a large global organisation.

Qualifications

• RG146 qualified and knowledge of superannuation and related legislation.
• Experience in a contact centre or administration environment.
• Experience coaching, training, mentoring, or quality assurance activities.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to influence and support peers without direct people management responsibilities.
• Advanced stakeholder management and customer service skills.
• Strong organisational and time management capability.
• Experience as SME, quality coach, trainer, or senior team member is desirable.
• 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 across superannuation products, fund rules, member servicing processes and contact centre operations.
• Provide coaching, quality assurance, technical guidance, training and escalation support to ensure high-quality service and compliant outcomes.
• Lead quality assurance monitoring, feedback and reporting; identify improvement initiatives.
• Coach soft skills and support knowledge management and onboarding activities.
• Handle escalations and complex enquiries with guidance to ensure timely resolutions.
• Deliver high-quality inbound and outbound member, employer and adviser support and maintain service standards.
• Assist with administration transactions and workflow management; support continuous improvement initiatives.
• Identify opportunities to improve team performance, operational efficiency and member outcomes; contribute to process improvements.

Skills

Coaching

Quality assurance

Superannuation knowledge

Customer service

Stakeholder management

Communication

Problem solving

Onboarding support

SME experience

Education

RG146 qualification

Job description

Apex Group in Australia is seeking a Senior Client Services Administrator to act as SME for superannuation products and member servicing across Brisbane, Melbourne or Sydney. You will coach and develop the team, monitor quality, handle escalations and ensure compliance while delivering high-quality client support.

You will lead knowledge management, participate in training, and support onboarding, with a focus on performance improvement and member experience within a large global organisation.