Team Leader

5 months ago

Parramatta, Australia Link Group Full time

LINK Group is a leading financial services provider, dedicated to delivering outstanding customer experiences in the Superannuation industry. With a commitment to excellence and innovation, we are seeking a dynamic and experienced individual to join our team as a Customer Service Team Leader.

**Key Responsibilities**:

- Build and lead high-performing teams to ensure service levels align with organizational goals.
- Collaborate with the leadership team to drive strategic direction and champion continuous improvement initiatives.
- Establish and maintain strong relationships with internal and external stakeholders for customer-centric solutions.
- Monitor resource availability to meet client needs and maintain effective communication within the team.
- Conduct quality reviews of Customer Service Officer's calls and day-to-day work through monitoring.
- Assist with inquiries from internal and external clients and service providers.
- Manage team members and workflow to ensure service standards are met or exceeded.
- Provide coaching, feedback, support, and ongoing development to team members.
- Participate in staff recruitment and adhere to the Performance Management process.
- Ensure compliance with statutory regulations and the Australian Financial Services License.
- Develop a risk management culture, mitigate risk exposure, and maintain awareness of regulatory environments.
- Foster a proactive risk and compliance culture within the team.

**Experience & Personal Attributes**:

- Proven experience in customer service and insurance within the Superannuation industry.
- Previous leadership experience with the ability to communicate effectively at all levels.
- Strong organizational and planning skills, capable of managing conflicting priorities.
- Excellent written and verbal communication skills.
- University Degree (or equivalent), ASFA Certificate/Diploma, or relevant superannuation administration experience/Contact Centre experience/RG146.

**What's it like to work here?**

At LINK, we take pride in fostering a supportive, inclusive, and flexible work environment. We value diversity and genuinely care about the health and wellbeing of our team members. We're committed to continuous learning and provide the tools you need for career growth and personal development.

**Join us and enjoy a range of benefits, including**:

- Salary sacrificing via Superannuation.
- Paid parental leave scheme.
- Employee discounts on health insurance.
- Hybrid working model for increased flexibility.
- Volunteer leave to make a difference in your community.

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.

By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.

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