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Team Leader Customer Engagement

3 months ago

Sydney, New South Wales, Australia eFinancialCareers Ltd. Full time
Team Leader Customer Engagement Commonwealth Bank of Australia Sydney, Australia

Team Leader Customer Engagement Commonwealth Bank of Australia Sydney, Australia Posted 4 days ago Permanent Competitive

Team Leader Customer Engagement

See yourself in our team

At CommSec, we provide our customers with easy-to-use investment tools and resources to put them in control of their investment decisions. As Australia's leading online retail stockbroker, we offer convenient services and take care of our personal and institutional online trading and premium personal private banking customers.

The Customer Engagement Team are the first point of contact for our CommSec customers. We build trust and confidence that translates to customer advocacy and makes CommSec the best choice for investors. We strive to provide a great customer experience with every interaction.

Do work that matters

As a Team Manager in the Commsec Contact Centre you will:

  • Be responsible for developing a team culture that demands the highest standards of excellence and continually promotes simplicity.
  • Successful delivery of quality service to customers and business partners (internal & external)
  • Coach your team to ensure they are able to meet and exceed their performance targets
  • Continual review and improve business practices and processes
  • Day to day responsibility for meeting business objectives across a range of Key Performance Indicators
  • Work with your Contact Centre Manager, Executive Manager, peers and people to lead a contact centre focussed on providing exceptional customer service, increasing first point resolution and reducing contact volumes through driving self-service initiatives
We're interested in hearing from people with:
  • Experience in managing and coaching people preferred
  • Ability to think creatively and to problem solve, develop solutions and share outcomes
  • Ability to cope in a high pressure environment
  • Understanding of traditional Contact Centre metrics
  • Ability to think analytically and use data and insights to make decisions
  • Demonstrated ability to achieve deadlines and prioritise effectively
This is an outstanding opportunity to continue to build your brand and your career in a growing and successful business.

If this sounds like you apply now

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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Advertising End Date: 15/06/2024

Job ID REQ212346

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