Head of Customer Contact Centre

4 weeks ago

Melbourne, Australia Great Southern Bank Full time

**About the role**

As the Head of Great Southern Bank’s Contact Centre, you will set the strategic direction and be accountable for the Customer Service performance of Great Southern Bank's digital and telephonic customer contact channels, which significantly impact Great Southern Bank’s Net Promotor Score and G24 growth strategy.

Working closely with functions across the enterprise, including Product, Marketing, Digital and Operations, you will provide thought leadership and innovative contact centre strategies to create a culture of best-in-class customer experience. You will lead a passionate, geographically dispersed team, navigating your business with resilience and a growth mindset through the ever-changing landscapes of customers, compliance, and people.

**What we’re looking for**
- At least 10 years’ experience in a leadership position within a contact centre environment, with proven experience developing and implementing change strategies to increase sales growth, volumes and NPAT
- Recognised as a strong leader with awareness and significant experience in Contact Centre or large-scale people management in a customer-centred, financial services environment
- Strong written and verbal communication skills, including experience writing and developing Board-level business cases
- Solid understanding of leadership within Financial Services, including the importance of relevant legislation and compliance
- A persuasive, fact-based and articulate communication style with exceptional collaboration and facilitation skills
- Previous success in developing and implementing efficiencies and quality improvement initiatives that support continued growth and best practice in contact centre operations
- A nimble and flexible solution finder, with the ability to make balanced and strategic decisions that take us into the future
- Passionate about making a difference and eager to try new and innovative approaches

***What’s in it for you?**

We want you to make an impact. You can be part of a growing and innovative organisation, with the ability to influence the people, culture and practices of Great Southern Bank to keep us at the top of our game.

You will be able to make a bigger difference with us While we might be a bit smaller than the majors, your circle of influence is infinitely greater. You will see the immediate results of your work, be recognised for your achievements, and be provided with the support you need to help balance your career.

We believe that investing in our people is central to upholding our great culture. To help you be at your best, we provide a collaborative, flexible and supportive working environment that helps you balance career, family, health, and the things you love doing. We have a variety of employee benefits that you can access from discounted financial and insurance products, a variety of leave options, and benefits and incentives covering, health, wellness and lifestyle options. Read more about these exciting benefits on our careers site
- At Great Southern Bank, we’re committed to building a strong, inclusive, and diverse workplace, where people feel a sense of belonging, are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, fair and equitably decision making that empowers our people to be at their best every day._

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