Team Leader, Client Service Centre
4 weeks ago
Bendigo, flexible work from home/office arrangement
- Coach, develop and inspire a team of consultants to ensure excellent customer service
- Rewarding role in a fun and nurturing environment
- 12 Month, Contract Position
- Applications close 18 June 2023
About Us
State Trustees provides Victorians with financial and legal assistance during all stages of their life, including specialised services and products such as Will Writing, Powers of Attorney, Executor Services, Trustee Services, and Personal Financial Administration.
About the Role
You will coach, develop and inspire a team of front-line consultants who manage the financial and legal affairs of clients who the Victorian Civil Administrative Tribunal have determined need their affairs administered by State Trustees.
With a passion for client experience, you will work collaboratively with other leaders and stakeholders to improve service delivery by providing insights, analysis and reporting to positively impact the client journey.
You will also engage with external stakeholders to build new and maintain current relationships with other government agencies to assist in getting quick and meaningful outcomes for your team and clients.
Skills & Experience
- Experience managing and leading teams in a Contact Centre/Service Centre environment
- Experience working in a high pressure and high-volume work environment
- Experience working in service environments that require a high degree of problem solving and professional collaboration
- Ability to demonstrate and promote a client first culture in the organisation
- Accountability for delivering high quality client focussed solutions to clients
- Finding opportunities to cooperate with stakeholders to improve outcomes for clients
- Using data and information to monitor and improve client service delivery
- Understanding and experience working with vulnerable people, i.e., those with disability, mental illness, at risk of financial abuse, etc and in coordinating services to meet the client needs
- Extensive experience in personal financial administration
- Intermediate financial analysis skills
- Ability to make decisions whilst showing empathy and compassion
- Ability to have difficult conversations whilst being sensitive to client needs
- Well-developed professional communication skills and active listening skills
- Ability to prepare commercial standard correspondence, reports and recommendations
- Proficient in Microsoft Office
Employee Benefits
**We offer a range of employee benefits including**:
- One-off work-from-home set up payment
- Career development
- Health and well-being programs
- Flexible working conditions
- Education assistance
- Purchased leave
- Employee assistance program
- Reward and recognition program
- Free Will preparation
- Retailer discounts
- Charitable workplace giving
- Employee social club
How to Apply
We are an Equal Employment Opportunity employer committed to fairness, diversity and respect. As such, we will respond to requests for reasonable adjustments from applicants with disabilities.
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