Team Manager Edge Services

1 week ago


Hawthorn East, Victoria, Australia COLONIAL FIRST STATE Full time

The Team

The Edge Service team, a pivotal part of the CFS Customer Operations division, dedicated to providing top-tier service to our members and advisers utilizing the Edge and First Wrap Platforms.

As a key member of our team, you will oversee the seamless delivery of services through various channels, ensuring a responsive and efficient experience:

  • Inbound and Outbound Calls
  • Emails & E-Posts
  • Web Messenger
  • Exception and Joint process management with our outsourcing partners
  • Distribution
  • Collaboration with all other CFS business units
  • Strong understanding of operational metrics, technology, and workforce management, with proven experience in Service Centre environments.
  • Proficient in data analysis, trend identification and enhancing team performance through effective coaching.
  • Expertise in service excellence, contemporary delivery trends, and fostering a culture of continuous improvement.
  • Demonstrated leadership with a focus on team collaboration and timely issue resolution.
  • Ability to navigate complex systems and build strong, customer-centric relationships, with knowledge in investments and superannuation.
  • Lead and nurture a team of proficient consultants dedicated to delivering high-quality interactions and exceptional service.
  • Embed a culture of high performance by applying active management principles, ensuring all service standards are met or surpassed.
  • Effectively lead your team by ensuring punctuality, driving performance, leveraging insights for service excellence, swiftly resolving issues, managing complaints within regulations, and balancing workflows to exceed customer expectations.
  • Serve as an escalation point for the Service Centre and broader Operations team regarding inquiries, issues, and Expressions of Dissatisfaction (EODs).
  • Manage key relationships with outsourcing partners, ensuring performance meets agreed service levels.


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