Senior Client Services SME & Coaching Lead

Apex Group Ltd; Sydney; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive remuneration

Training and development opportunities

Job summary

Apex Group Ltd is seeking a Senior Client Services Administrator to act as SME across superannuation, fund rules and member servicing. You will coach the team, monitor quality, provide guidance on complex queries, and support training, onboarding, and knowledge management for optimal member outcomes.

The role requires strong contact centre experience, RG146 qualification, and proven ability to drive service excellence. Located in Brisbane, Melbourne, or Sydney with standard full-time hours.

Qualifications

• Requires RG146 qualification and strong knowledge of superannuation.
• Experience coaching, mentoring, and conducting quality assurance.
• Proven capability to manage escalations and provide expert guidance.
• Excellent analytical, written and verbal communication skills.

Responsibilities

• Monitor and improve quality across member interactions (phone, email, written).
• Provide coaching, feedback, and performance insights to the team.
• Support Team Leader with day-to-day management and coaching plans.
• Manage knowledge management, training, and onboarding activities.
• Handle escalations and SME inquiries per fund rules and processes.
• Deliver exceptional customer service and align with regulatory obligations.
• Drive continuous improvement in processes, service delivery, and member outcomes.

Skills

Superannuation knowledge

Contact centre experience

Coaching & training

Quality assurance

Analytical thinking

Communication skills

Stakeholder management

Organisational & time management

SME / escalation handling

QA reporting & insights

Complaint handling knowledge

Education

RG146 qualified

Job description

Apex Group Ltd is seeking a Senior Client Services Administrator to act as SME across superannuation, fund rules and member servicing. You will coach the team, monitor quality, provide guidance on complex queries, and support training, onboarding, and knowledge management for optimal member outcomes.

The role requires strong contact centre experience, RG146 qualification, and proven ability to drive service excellence. Located in Brisbane, Melbourne, or Sydney with standard full-time hours.