Team Leader - Contact Centre

Netwealth; Adelaide; Hybrid; AUD 100,000 - 130,000; Full time

Benefits offered by this job

Family-friendly support

Wellness perks

A vibrant culture

Employee Resource Groups

Community Impact

Job summary

Netwealth in Adelaide is launching a brand-new service pod and seeks a founding Team Leader for our Contact Centre. You will lead a high-performing team, coach in the moment, and set the standards for world-class service. You’ll partner with Centre leadership to leverage feedback, data, and performance insights to uplift outcomes.

The role emphasizes hands-on leadership, accountability, growth, and a culture where people are engaged, empowered and successful. Hybrid work supported.

Qualifications

• Proven experience leading and developing customer service or contact centre teams.
• Strong coaching and capability-building track record.
• Ability to balance service, quality, people and performance.
• Confidence using data and operational insights to improve results.

Responsibilities

• Lead daily operations and service delivery for the Adelaide contact centre.
• Coach and develop team members to reach their potential.
• Drive service excellence and continuous improvement across the pod.
• Build strong relationships with stakeholders across the business and support recruitment and onboarding.

Skills

Team leadership

Coaching

Data-driven

Customer service

Communication

Job description

About Netwealth

Netwealth isn't just a company. We're shaping the future of wealth in Australia. Our award-winning platform and NextGen technology empower advisers and investors to achieve more, and we're proud to be recognised as one of Australia's most innovative FinTech businesses.

Since 1999, we've grown rapidly by challenging the status quo. We move fast, think big, and stay agile. Free from unnecessary bureaucracy so we can deliver smarter solutions for our clients and create real impact.

But what truly sets us apart? Our people. We're a team of curious, optimistic and courageous individuals who collaborate to make life better for more Australians. We value authenticity, and agility, and we believe in creating an environment where you can do your best work, grow your career, and feel part of something meaningful.

If you're looking for a place where your ideas matter, where innovation is celebrated, and where you can help shape a brighter financial future, join us at Netwealth.

What if you could help build a team that become the benchmark for customer service?

At Netwealth, we've built a reputation for delivering exceptional experiences to advisers and clients.

Now, we're taking the next step in our Contact Centre journey with the launch of a brand new service pod in Adelaide, and we're looking for a founding Team Leader to help shape what comes next.

This is an opportunity to be one of the first leaders in a growing team, setting the standards, building the culture, developing capability, and creating an environment where people genuinely love coming to work and customers consistently receive world-class service.

The Opportunity

As Team Leader, you will lead a high-performing team dedicated to delivering outstanding results for our advisers and clients.

You are an exceptional leader who excels in fast-paced customer environments and understands that great service begins with strong leadership.

You will provide coaching and guidance while fostering a culture rooted in accountability, growth, resilience, and customer satisfaction.

Collaborating closely with the Contact Centre leadership team, you will leverage customer feedback, operational insights, and performance data to continuously enhance our work and the way we serve our customers.

We're looking for the kind of leader who doesn't stand on the side-lines directing traffic.

You're on the floor.

You're coaching in the moment.

You're celebrating wins.

You're lifting confidence.

You're helping people become more than they thought they could be.

Most importantly, you lead by example!

You'll play a key role in:

• Leading daily operations and service delivery

• Coaching and developing team members to achieve their potential

• Driving service excellence and continuous improvement

• Building strong relationships across the business

• Supporting recruitment, onboarding and capability development

• Creating a culture where people are engaged, empowered and successful

You'll bring:

• Proven experience leading and developing customer service or contact centre teams

• A genuine passion for coaching, mentoring and building capability

• Strong customer focus and a drive to deliver outstanding outcomes

• The ability to balance service, quality, people and performance

• Strong relationship-building and communication skills

• Confidence using data and operational insights to improve results

• Resilience, adaptability and a positive approach to change

Most importantly

You're the type of leader who believes good is never good enough.

You constantly look for better ways of working.

You inspire people around you to raise the bar.

Because your goal isn't to be part of a great service team, It's to build the service team everyone else measures themselves against!

Why Netwealth?

At Netwealth, we're ambitious, innovative and relentlessly customer-focused. We're proud of our culture and our values, and we're committed to helping our people grow, develop and do meaningful work every day.

Come and help us build the team that becomes #1 in service

If you're excited by the idea of being a founding leader in a new Adelaide Contact Centre pod and creating a service experience that sets the benchmark across the industry, we'd love to hear from you.

Life At Netwealth

At Netwealth, we believe a fulfilling career is built on growth, balance, and belonging. Our people are our greatest strength, and we’re committed to supporting you at every stage of life because when you thrive, so do we.

We're proud to be recognised as one of Australia's top 5 companies for Career Development (endorsed by WORK180). From further education and diverse training opportunities to strong support for internal mobility. Your career can grow here.

Our flexible hybrid model supports balance, with just 4 days in the office each fortnight. When you’re in, you’ll enjoy working from one of our modern, thoughtfully designed spaces across Australia – including our state-of-the-art Melbourne CBD office. All locations feature contemporary facilities to make your day comfortable, and in Melbourne, you’ll also enjoy perks like end-of-trip amenities and daily breakfast to make your commute easier.

We offer benefits designed for your wellbeing and personal development, including;

• Family-friendly support: Paid parental leave and a fully funded school holiday program

• Wellness perks: CU Health (virtual healthcare), income protection, flu shots, wellness weeks, retail discounts and financial wellbeing services

• A vibrant culture: social events, trivia nights, and corporate sports

• Employee Resource Groups: LGBTQIA+, DAWN (Development and Accelerating Women at Netwealth), Culture Group and Carers Group

• Community Impact: Paid volunteering and our Netwealth Impact Group

We're proud of our inclusive and diverse workforce and encourage everyone to bring their genuine selves to work. It's one of our core values. We're committed to equity and inclusion through our gender equality, disability, LGBTQIA+, wellbeing and cultural initiatives. And we're certified by WORK180, Family Friendly Workplaces and Great Places to Work.

If you're excited by the opportunity but don't meet every requirements, we still encourage you to apply. Research shows people often hesitate unless they tick every box. We value potential and passion just as much.

Need adjustments during the recruitment process? Contact us at [e-mail]