Service Centre Consultant

Launch Recruitment Pty Ltd; Sydney; Sur place; AUD 65 000 - 82 000; Plein temps

Résumé du poste

Launch Recruitment Pty Ltd in Australia is seeking a customer service-focused adviser support representative to assist advisers and clients across financial advice products. You will respond to inquiries, provide accurate information, and ensure timely resolution while complying with service standards and policies.

The role emphasizes building strong internal relationships, handling multiple priorities, and maintaining confidentiality, with a focus on delivering high-quality outcomes for clients

Qualifications

• Experience in a call centre, administration or fast-paced environment.
• Ability to make appropriate decisions with sound judgement.
• Strong communication and organisational skills; ability to collaborate with stakeholders.
• Ability to manage competing priorities and meet deadlines.
• Discretion and confidentiality in handling sensitive matters.
• Analytical and problem-solving skills; understand financial products and processes.

Responsabilités

• Act as the first point of contact for advisers and clients, providing timely and professional support across financial services products.
• Develop strong product and process knowledge to provide accurate advice and resolve enquiries effectively.
• Plan and prioritise daily activities to ensure operational tasks are completed efficiently and to a high standard.
• Proactively identify and address issues that may impact service delivery or customer outcomes.
• Build and maintain strong relationships with internal stakeholders, promoting a client-focused approach across the organisation.
• Work closely with operational teams to ensure accurate, timely and consistent outcomes for advisers and clients.
• Ensure all relevant legislation, policies and compliance requirements are followed, taking appropriate action where gaps or issues are identified.
• Monitor and report on service standards, performance and adherence to required processes.
• Contribute to process improvements and provide feedback to enhance procedures and service delivery.
• Support workplace health and safety requirements and organisational policies.
• Complete other ad-hoc duties and projects as directed by management.

Connaissances

Call centre experience

Sound judgement

Communication skills

Organisational skills

Negotiation skills

Prioritisation under pressure

Analytical thinking

Description du poste

Our client is a well-established Australian financial services organisation, focused on providing insurance and financial solutions to its customers.

Purpose of the role

This role is responsible for supporting advisers and clients across financial advice products, ensuring enquiries are handled and resolved in a timely and appropriate manner while adhering to relevant service standards, policies and compliance requirements.

Key Responsibilities

• Act as the first point of contact for advisers and clients, providing timely and professional support across financial services products.
• Develop strong product and process knowledge to provide accurate advice and resolve enquiries effectively.
• Plan and prioritise daily activities to ensure operational tasks are completed efficiently and to a high standard.
• Proactively identify and address issues that may impact service delivery or customer outcomes.
• Build and maintain strong relationships with internal stakeholders, promoting a client-focused approach across the organisation.
• Work closely with operational teams to ensure accurate, timely and consistent outcomes for advisers and clients.
• Ensure all relevant legislation, policies and compliance requirements are followed, taking appropriate action where gaps or issues are identified.
• Monitor and report on service standards, performance and adherence to required processes.
• Contribute to process improvements and provide feedback to enhance procedures and service delivery.
• Support workplace health and safety requirements and organisational policies.
• Complete other ad-hoc duties and projects as directed by management.

About you

Experience & Qualifications

• Experience in a call centre, administration or other fast-paced environment.
• Demonstrated sound judgement and the ability to make appropriate decisions.
• Strong communication, organisational and negotiation skills, with the ability to build effective and collaborative working relationships.
• Ability to manage competing priorities and work effectively under pressure.
• Ability to handle conflicting or sensitive matters professionally, maintaining discretion and confidentiality while meeting deadlines.
• Strong analytical and problem-solving skills, with the ability to develop a sound understanding of technical products and processes.