Senior Client Services SME - Superannuation & Coaching

Co_Mghltd Apex Group Holdings Australia Pty Limited; Melbourne; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive remuneration

Training and development opportunities

Large global business

Job summary

Apex Group Australia is seeking a Senior Client Services Administrator to act as SME across superannuation products and fund rules, while coaching and guiding a busy contact centre team. You will ensure quality outcomes, compliance, and exemplary member experiences across phone, email, and written channels.

You will coach, train, and develop staff, maintain knowledge materials, and collaborate with leadership to improve service delivery.

Qualifications

• RG146 qualified
• 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 or trainer experience
• Experience preparing quality assurance reporting and performance insights
• Knowledge of complaint handling frameworks and dispute resolution
• Experience supporting workforce capability development and onboarding

Responsibilities

• Act as SME across superannuation products, fund rules, member servicing processes, and contact centre operations
• Coach and develop the team; provide quality assurance, training, and escalation support
• Monitor adherence to service standards, compliance requirements and quality expectations
• Provide ongoing coaching to improve communication, empathy, and call control techniques
• Develop and maintain training materials, knowledge articles and process documentation
• Investigate complex member, employer, adviser inquiries and resolve escalated cases
• Deliver high-quality inbound and outbound member, employer, and adviser support
• Process designated administration transactions accurately and within service standards
• Identify opportunities to improve team performance and drive continuous improvement
• Support onboarding and workforce capability development

Skills

Superannuation knowledge

Coaching experience

Customer service

Analytical skills

Stakeholder management

Communication skills

Problem solving

Organisational skills

RG146

Job description

Apex Group Australia is seeking a Senior Client Services Administrator to act as SME across superannuation products and fund rules, while coaching and guiding a busy contact centre team. You will ensure quality outcomes, compliance, and exemplary member experiences across phone, email, and written channels.

You will coach, train, and develop staff, maintain knowledge materials, and collaborate with leadership to improve service delivery.