Team Leader - Member and Adviser Help Centre

Aware Super

Melbourne

On-site

AUD 80,000 - 100,000

Full time

14 days+

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Health & fitness reimbursement

Work from home technology reimbursement

Salary continuance insurance

Meeting-free zones

Job summary

A leading superannuation fund in Melbourne seeks a Team Leader for the Member and Adviser Help Centre. You will lead a high-performing team, ensuring a 'Members First' experience while managing compliance within industry regulations. Ideal candidates have strong leadership, coaching skills, and financial services knowledge. This is a full-time opportunity offering flexible work options and a supportive work environment.

Qualifications

Experience in developing and leading high performing teams in a financial services environment.
Extensive knowledge of superannuation/financial services industry legislation.
Ability to communicate effectively across diverse audiences.

Responsibilities

Lead and coach a team to deliver a 'Members First' experience.
Drive a strong service culture across all interactions.
Ensure compliance with regulatory guidelines.

Skills

Strong leadership experience in a contact centre

Coaching and mentoring skills

Interpersonal skills and stakeholder management

Excellent written and verbal communication

Job description

Team Leader - Member and Adviser Help Centre

Join to apply for the Team Leader - Member and Adviser Help Centre role at Aware Super.

Your SUPER career starts here. As one of Australia's largest profit-for-members superannuation funds, we always remember whose money it is and whose future we're looking after. We work to reimagine a new way forward for our 1.1 million members and their communities. Each other. And our world.

Sound good? Learn more about us and what we do at awaresuper.com.au.

Your New Role

The Team Leader role is responsible for building and leading a high performing member-focused team to deliver a 'Members First' experience to Aware Super members. This role is responsible for leading, coaching and mentoring a team of Service Consultants to exceed individual and team targets across inbound/outbound, voice enquiries, written (including social media and live chat), along with and face to face member enquiries. As a Team Leader, you will also be responsible for:

Lead a team of Service Consultants to deliver a 'Members First' experience;
Drive and foster a strong service culture to ensure the Service Centre delivers, through all interactions, an experience aligned to our brand values and promise;
Ensure service and advice is provided to members and employers within regulatory guidelines and compliance with all relevant legislation and business policies.
Develop and coach a high performing team, that delivers expected service performance. Work closely with other Team Leaders and across the value stream to improve First Contact Resolution and overall member satisfaction.

This is a 12 month full time opportunity, based in Melbourne CBD.

How do you exceed our expectations?

The idea of being part of our growth is exciting and you want to play a pivotal role in making super simple;
Strong leadership experience and skills in a contact centre, with expertise in developing and leading high performing, engaged teams (preferably in a financial services environment);
High level of skill and experience in coaching and mentoring others;
Extensive superannuation/financial services industry knowledge including relevant legislation;
Strong interpersonal skills including effective stakeholder management and the ability to communicate across a broad and varied audience;
Experience in leading and influencing change;
Excellent written and verbal communication skills and experience delivering presentations; and
You are balanced in accepting risk in any decision you face. You are curious to understand risk context and choose to speak up as we simplify, learn and grow.

Employee Experience We understand that not everyone works in the same ways. We value flexibility and know that it helps you manage work and life.

Why you'll love working at Aware Super:

Have a super impact: You'll think big and care deeply to help more Australians live their best lives in retirement.
Be part of something super unique: You'll work to reshape super and retirement. We'll invest in your growth and give you the opportunity to work on career-defining projects.
Work with super humans: You'll work hard and innovate, but also have some fun along the way.
Feel super cared for: We'll support your wellbeing today, as well as in the future. Enjoy a health & fitness reimbursement, work from home technology reimbursement, salary continuance insurance and organisation-wide meeting free zones.

The Aware Super difference

At Aware Super, we believe that diversity of thought, background and experience creates better outcomes for our members and communities and a stronger sense of belonging for our people. We value a diverse workplace and strongly encourage women, Aboriginal & Torres Strait Islander people, people with cultural and linguistic diversity, LGBTQIA+ individuals, people with disabilities, and mature-age individuals to apply. We are proud to be consistently recognised as an Employer of Choice for Gender Equality and our CEO, Deanne Stewart, is a Pay Equity Ambassador.

Seniority level