Your new company

This Australian bank operates under a customer-owned model, reinvesting profits to benefit its members and the wider community. With roots in cooperative banking, they emphasise ethical practices, environmental sustainability, and social impact. They are known for their commitment to transparency and responsible lending, offering a range of personal and business banking services, with tailored support for low-income individuals and values-driven enterprises.

This company is highly regarded for their positive work culture, and they pride themselves on the working environment they have created that recognises staff and helps them flourish.

Your new role

You will be responsible for the successful management of a team of Customer Service Consultants, to deliver an outstanding customer experience that aligns with the organisation’s values and purpose.

Your key duties will include:

• Ensure the team delivers strong customer service and consistently achieves KPIs

• Positively influence the team and drive motivation

• Monitor call volumes, assessing levels and staff workloads

• Coordinate and implement staff training with peers

• Establish and manage performance goals for both individuals and the team to ensure alignment with strategic objectives

• Evaluate the performance of direct reports, addressing any issues and taking corrective measures if appropriate

• Mentor staff and assist in the professional development of direct reports

• Maintain compliance by ensuring all customer interactions and transactions are handled in alignment with internal policies, procedures and service standards

• Deliver accurate and timely performance reporting

What you'll need to succeed

Your experience as a Team Leader within a contact centre environment will be highly beneficial, as well as:

• Experience and knowledge of the banking industry

• Strong management capabilities

• Excellent communication and interpersonal skills

• Effective decision-making skills

• Ability to work under pressure and in a fast-paced environment

• Effective conflict resolution skills

• Ability to drive and influence a positive working culture

What you'll get in return

In return for your hard work, you’ll be rewarded with:

• Up to $100,000 + 14% Super

• Amazing working culture and environment

• Bonus annual leave after 12 months

• Flexible working arrangements

• Learning and development opportunities

• Employee Assistance Program

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Aliah Walton now on 07 3259 4907.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.