Service Lead

2 weeks ago

Melbourne, Victoria, Australia Australian Unity Full time

About Us


Australia's first wellbeing company, Australian Unity, is seeking a Service Lead to join its team. Established in 1840, we deliver health, wealth and care services for our members and the community.


As a social enterprise, we're driven by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.


Your New Role


The Service Lead will lead the service of Life & Super Contact centers for the Wealth & Capital Market (W&CM) platform. You will oversee the daily operations of the contact centers, partnering with management to ensure exceptional outcomes are delivered daily to W&CM customers.


Key Responsibilities:



  • Lead and motivate a team of 10 FTE in the daily service of Life & Super Client and Adviser Contact centres
  • Drive execution against agreed targets and objectives, ensuring SLA's/KPIs are reliably achieved
  • Maintain accurate resource planning and forecasting capabilities for teams
  • Partner with Operations Lead and Senior Manager Service to implement consistency and efficiency structures that deliver an exceptional experience, support, and services to clients
  • Contribute to and lead the implementation of improved services and practices frameworks to enhance our service and various stages of the customer service process
  • Evaluate performance by conducting monthly quality monitoring reviews of calls and analyzing and interpreting call statistics
  • Identify areas of system/process downfall using customer insights and pursue investigation, correction, and productivity improvement
  • Partner with Senior Manager Service and project managers to provide thought leadership and help implement the strategic vision for Service
  • Role model leadership behaviors to source, lead, develop and retain high-quality team members aligned to the Australian Unity culture
  • Collaborate across functions to deliver on key strategic initiatives and drive customer obsession

About You


We're looking for an experienced leader who has at least 3+ years' experience in leading contact center teams with financial service experience. Proven experience in team leadership, people management, employee development, and performance conversations is essential.


You will also need to have:



  • Extremely strong customer service skills with experience in complaint and incident management
  • Experience in forecasting and workforce planning
  • Exceptional interpersonal, influencing, and relationship management skills

What's On Offer


This role offers a competitive salary of $85,000 - $110,000 per annum, plus bonus program, along with additional yearly Well-Being and Community leave days. You'll also enjoy:



  • 14-week paid parental leave, with equal benefit for both parents PLUS our Bump to Baby
  • Employee Referral Program
  • Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most
  • Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants
  • Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more
  • Available access to LinkedIn Learning courses through our great Learning platform

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres Strait Islander descent, culturally and linguistically diverse backgrounds and mature-aged people.

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