Senior Investor Services & Coaching Lead

CO_MGHLTD APEX GROUP HOLDINGS AUSTRALIA PTY LIMITED; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Training and development opportunities

Competitive remuneration

Job summary

The Apex Group in Sydney is seeking a Senior Business and Investor Services Support Associate to lead operations within the Contact Centre. You will coach staff, deliver quality assurance, provide technical guidance, and escalate issues to ensure outstanding member and employer experiences.

You will monitor inquiries, support training, and develop knowledge management materials while maintaining service standards and compliance.

Qualifications

• Minimum 2 years within a contact centre or administration environment.
• Experience coaching, training, mentoring or quality assurance activities.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Advanced stakeholder management and customer service capabilities.
• Strong organizational and time-management skills.

Responsibilities

• Oversee inbound and outbound calls for multiple clients with focus on quality.
• Provide coaching, feedback, and escalation support to the team.
• Ensure adherence to SLAs and high service standards.
• Conduct regular QA reviews of member interactions across channels.
• Support development of professional written communication and processes.

Skills

Contact centre experience

Coaching & QA

Analytical skills

Verbal & written communication

Stakeholder management

Customer service

Job description

The Apex Group in Sydney is seeking a Senior Business and Investor Services Support Associate to lead operations within the Contact Centre. You will coach staff, deliver quality assurance, provide technical guidance, and escalate issues to ensure outstanding member and employer experiences.

You will monitor inquiries, support training, and develop knowledge management materials while maintaining service standards and compliance.