Senior Investor & Client Services Lead – Coaching & QA

Apex Group; Sydney; Sur place; AUD 90 000 - 110 000; Plein temps

Avantages offerts par ce poste

Competitive remuneration

Training & development opportunities

Global business culture

Résumé du poste

Apex Group in Sydney, Australia, is seeking a Senior Business and Investor Services Support Associate to lead and develop a high‑performing team in the contact centre. You will coach, QA, and provide technical guidance while delivering exceptional member and employer experiences.

Working with the manager, you will drive capability, handle complex enquiries, monitor SLAs, and promote service excellence. The role emphasizes coaching, quality assurance, and strong stakeholder relationships within a

Qualifications

• At least 2 years in a contact centre or administration.
• Experience coaching, training, mentoring or QA activities.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Advanced stakeholder management and customer service skills.
• Strong organisational and time-management capability.
• Knowledge of complaint handling frameworks and dispute resolution processes.

Responsabilités

• Effectively manage inbound and outbound calls for various clients.
• Provide outstanding verbal and written customer service.
• Be the first contact point for investors, financial advisors, and clients.
• Respond to queries by both phone and email in a timely and efficient manner.
• Proactively monitor queues and ensure SLAs are met daily.
• Assist in driving team engagement, performance, productivity, and service excellence.
• Serve as a key point of contact for team members requiring guidance on processes, technical enquiries, and member service scenarios.
• Provide leadership support during periods of manager absence or increased operational demand.
• Conduct regular quality assurance reviews of member interactions across phone, email, and written correspondence.
• Deliver constructive and timely feedback to team members that supports continuous improvement.
• Prepare and maintain quality assurance reporting, trend analysis, and insights for management.
• Monitor adherence to service standards, member outcomes, compliance requirements, and quality expectations.
• Provide ongoing coaching and support to improve communication, empathy, active listening, member engagement, and call control techniques.
• Coach team members on effective objection handling, difficult conversations, and de-escalation techniques.
• Reinforce customer-centric behaviours and service excellence standards.
• Support the development of professional written communication skills across email and correspondence channels.
• Promote a culture of accountability, confidence, and continuous learning.
• Organise and maintain the mailroom and all supplies.
• Collect, receive, sort and distribute mail to proper recipients or departments.
• Preparation and execution of mailouts, including franking of envelopes.
• Other ad hoc administrative duties, as required

Connaissances

Coaching

Quality assurance

Customer service

Stakeholder management

Training

Problem solving

Communication

Team leadership

Description du poste

Apex Group in Sydney, Australia, is seeking a Senior Business and Investor Services Support Associate to lead and develop a high‑performing team in the contact centre. You will coach, QA, and provide technical guidance while delivering exceptional member and employer experiences.

Working with the manager, you will drive capability, handle complex enquiries, monitor SLAs, and promote service excellence. The role emphasizes coaching, quality assurance, and strong stakeholder relationships within a