Senior Client Services SME & Training Lead

CO_MGHLTD APEX GROUP HOLDINGS AUSTRALIA PTY LIMITED; Brisbane; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive remuneration

Training and development opportunities

Equal opportunity employer

Job summary

Apex Group is seeking a Senior Client Services Administrator to provide SME guidance on superannuation, client servicing, and fund rules across multiple Australian locations. You will coach, mentor and escalate complex member enquiries while maintaining compliance and delivering high-quality outcomes for members, employers and advisers.

Based in Brisbane, Melbourne, or Sydney, you will support onboarding, develop capability, monitor quality, and drive continuous improvement.

Qualifications

• RG146 qualified.
• Strong knowledge of superannuation, insurance, and associated legislation.
• Experience in 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.
• Ability to influence peers without direct people management responsibility.
• Advanced stakeholder management and customer service skills.
• Strong organisational and time management capability.
• Previous experience acting as an SME, quality coach, trainer, or senior team member 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 an escalation point for complex member, employer, adviser, and operational enquiries.
• Investigate and resolve complex member cases, complaints, and service issues in accordance with Fund and legislative requirements.
• Support agents in complaint investigations and enable responses in accordance with the Apex Complaint Management Framework.
• Liaise with internal stakeholders to achieve timely resolution of escalated matters.
• Identify systemic issues and recommend process improvements to reduce repeat escalations.
• Maintain expertise across relevant products, systems, regulatory requirements, and operational processes.
• Deliver high-quality inbound and outbound member, employer, and adviser support.
• Meet agreed service standards relating to quality, productivity, turnaround times, and first-contact resolution.
• Take ownership of member enquiries and proactively manage cases through to completion.
• Ensure complaints and member concerns are handled professionally and in line with Fund Rules and regulatory obligations.
• Support the achievement of team service level targets and member experience objectives.
• Maintain a strong understanding of fund products, services, and regulatory requirements.
• Process designated administration transactions accurately and within agreed service standards.
• Assist with workflow management and priority allocation where required.
• Support continuous improvement initiatives aimed at efficiency, quality, and risk reduction.
• Identify opportunities to improve team performance, operational efficiency, service delivery, and member outcomes.
• Contribute to process improvement initiatives and implementation activities.
• Analyse quality assurance findings, call trends, and member feedback to drive improvements.
• Promote a culture of continuous learning and knowledge sharing.

Skills

RG146 qualified

Superannuation knowledge

Contact centre experience

Coaching & training

Analytical thinking

Verbal & written communication

Stakeholder management

Organisational/time management

SME experience

QA & reporting

Complaint handling knowledge

Workforce capability development

Job description

Apex Group is seeking a Senior Client Services Administrator to provide SME guidance on superannuation, client servicing, and fund rules across multiple Australian locations. You will coach, mentor and escalate complex member enquiries while maintaining compliance and delivering high-quality outcomes for members, employers and advisers.

Based in Brisbane, Melbourne, or Sydney, you will support onboarding, develop capability, monitor quality, and drive continuous improvement.