Contact Centre Team Leader

Join an organisation that values its employees and provides a supportive, growth-oriented environment. Your new company
Our client is a purpose-driven financial institution dedicated to creating a positive impact for customers, communities, and the planet. Committed to upholding values of care, empathy, and sustainability, this organisation is renowned for fostering a culture of belonging and innovation. By focusing on delivering exceptional service and building long-term relationships, they remain at the forefront of customer-centric banking.
Your new role
As the Team Leader - General Enquiries, you will play a pivotal role in leading and motivating a high-performing team to deliver exceptional customer experiences. This is a hands-on leadership position that requires a proactive approach to managing team performance, driving process improvements, and aligning with the organisation's core values. Key responsibilities include:

• Overseeing a team of General Enquiries Consultants, ensuring service levels and sales targets are met.
• Monitoring call and digital channel volumes to optimise workloads and performance.
• Conducting staff training, performance appraisals, and coaching to support professional development.
• Ensuring compliance with organisational policies and procedures.
• Providing timely and accurate reporting on team performance and objectives.

What you'll need to succeed
To excel in this role, you will possess strong leadership capabilities, exceptional communication skills, and a results-driven mindset. Key requirements include:

• Proven experience leading and motivating teams within a customer service or contact centre environment.
• Expertise in driving customer satisfaction and operational efficiency.
• Strong decision-making and problem-solving skills, with the ability to manage competing priorities.
• Proficiency in Microsoft Office Suite and familiarity with contact centre systems.
• A commitment to personal development and alignment with the organisation's purpose and values.

What you'll get in return
This role offers an opportunity to join an organisation that values its employees and provides a supportive, growth-oriented environment. Benefits include:

• Comprehensive training to set you up for success.
• Flexible working arrangements, including two days of work-from-home each week after the training period.
• A competitive salary of $100K - $110K + superannuation.
• The chance to contribute to a values-driven organisation with a focus on sustainability and long-term impact

Ready to take the next step in your career? Apply now to make a difference in a dynamic and rewarding environment.

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. If this job isn't quite right for you, please contact Taylor Woodforth on 3243 3084, or alternatively email your resume to Taylor.Woodforth@hays.com.au for a confidential discussion on your career.
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