Member Services Consultant

2 weeks ago

Melbourne City Centre, Australia Guild Group Full time

Job Number:
493143
Work type:
Full Time Permanent

**Location**:
Melbourne (CBD)
Categories:
Customer Service

We recognise that 85% of our members are women. We appreciate and respect that many of our members are casual workers and/or work part-time. Therefore, unlike other super funds, this means that working for women is our core focus.

We are driven by making an impact on members and their future. One of the steps we’ve taken to ensure we are at the frontline with our members has been moving our contact centre in-house.

This allows our Member Service Team to collaborate directly with our wider superannuation team for real-time feedback. If this is a mission you can get behind, we’d love to hear from you

**The role**

This role offers support for members and employers by the Guild Super phone-based Customer Care Team. This role is primarily responsible for inbound phone calls, written communication in relation to products and services, as well as handling administrative enquiries. Some of your main accountability pillars are as follows:
**Key Performance Indicators**
- Deliver work to a set standard of service levels while adhering to our KPI and SLA framework.
- Deliver customer satisfaction rating.
- Deliver the overall strength of the business.

**Planning and Team Membership**
- Contribute to the delivery of the team’s strategic plan and objectives.
- Be a role model and ambassador to others in upholding the company values, culture, the company values, culture, and performance standards. Not only internally with your team and wider business, and with our customers.

**Service Delivery**
- Respond to service requests within agreed SLA arrangements, professionally and with empathy.
- Liaising with multiple internal departments to ensure the resolution of queries.
- Communicate effectively with key stakeholders to enable satisfactory outcomes.
- Quickly identifying client issues and delivering relevant and effective solutions.

**Quality Assurance**
- Ensure enquiries are delivered in line with agreed customer service standards.
- Ensure all calls are in line with call handling guidelines and other quality assurance measures to ensure adherence to minimum standards of quality and regulatory requirements.

**Regulatory**
- Ensure compliance with regulatory requirements are adhered to including the ‘no surprises’ rule by alerting the direct report immediately of any significant or potential risks or breaches to regulatory requirements or Guild business standards and take remedial action.
- Remain abreast of regulatory trends and changes, and ensure the company anticipates and navigates changes successfully.

**Agile Space**
- Undertake any other duties, as required by your leader.

**About you**

You are a customer service superstar and love being part of a fast-moving team. You preferably have had experience in a contact centre environment and understand the importance of being the first point of contact for customers. You are happy to be part of a smaller and efficient team, energised by working across multiple requirements as needed, ensuring collaboration and execution are a focus. You have a willingness to learn and adapt to a changing and evolving environment, whilst being able to successfully balance multiple business needs and understand the overall objectives of the business. You thrive in an environment that supports continuous learning and development, including upskilling to ensure you have the right qualifications for the superannuation industry.

**Why us?**
We pride ourselves on having an inclusive and productive workplace where we treat our people and our clients with fairness, dignity, and respect.

**We offer**:

- Hybrid working (we call this #Connect which reflects how we work from home + in the office and = flexibility).
- Paid parental leave for eligible staff.
- An extra day of paid leave in addition to your annual leave entitlements.
- Enhanced long-service leave.
- Staff discounts with leading retailers.
- An innovative Employee Assistance Program that provides counselling and support to all staff members and their immediate family.
- Wellbeing initiatives such as health checks.

**Advertised**: 09 Feb 2023 AUS Eastern Daylight Time
**Applications close**: 28 Feb 2023 AUS Eastern Daylight Time

**Job Types**: Full-time, Permanent

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