Call Centre Service Manager

4 weeks ago

Sydney, New South Wales, Australia EBR Full time
Job Title: Call Centre Service Manager

Join EBR, an ambitious financial organisation in the home lending space, as a Call Centre Service Manager. This role is responsible for delivering an outstanding customer experience with every interaction we have with our customers.

About the Role

The Call Centre Service Manager will be responsible for the day-to-day running of the call centre, working alongside the team to ensure exceptional customer service. You will have strong knowledge and understanding of the mortgage business, products, and services, as well as the issues the team will face and solutions to address these items.

Key Responsibilities:
  • Ensure team members are achieving and delivering exceptional customer service
  • Team management and logistics to maximise desired service levels
  • Provide coaching and assistance to the call centre team
  • Liaise with internal and external stakeholders on problem-solving and process involvement
  • Provide reports as required
Requirements:
  • Bachelor's degree in marketing, business, or communications
  • At least 5 years' experience in telemarketing or an outbound call centre environment leading a team of lending specialists
  • At least 5 years' experience in mortgage-based banking or finance with the ability to meet complex lending needs
  • Ability to work under intense pressure and capable of multitasking
  • Exceptional interpersonal, customer service, problem-solving, verbal, and written communication skills
  • Strong leadership and conflict resolution skills
  • Proficient in necessary technology (AWS Connect preferred)

If you are interested in this exciting opportunity, please apply now or email your CV to team@ebr.com.au.

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