Contact Centre Leadership Specialist

2 weeks ago

Melbourne, Victoria, Australia Australian Unity Full time

About Us

Australian Unity is Australia's first wellbeing company, established in 1840. We deliver health, wealth and care services for our members and the community.

We're a social enterprise motivated by our purpose to positively impact the wellbeing of millions. Our profits are reinvested to deliver sustainable products and services that matter most to our members, customers and the Australian community.

Our vision of Real Wellbeing encompasses the whole experience of life. It's about feeling supported in your health, connected with your community and empowered to live life on your terms.

Your New Role

This role offers a unique opportunity to lead the service of Life & Super Contact centers for the Wealth & Capital Market (W&CM) platform as a Service Lead. You will oversee the daily functions of the contact centers while partnering with management to ensure exceptional outcomes are delivered daily to W&CM customers.

You will drive continuous improvement, deliver customer and adviser outcomes that are right first time and delivered with customer-focused excellence.

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 and ensure that 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 the service and various stages of the customer service process
  • Evaluate performance by conducting monthly quality monitoring reviews of calls and analysing 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 This Opportunity

  • A competitive salary of $120,000 - $180,000 per annum
  • A comprehensive benefits package including additional yearly Well-Being and Community leave days, 14-week paid parental leave, Employee Referral Program, Employee Assistance Program, Maxxia Rewards, discounts across the business, and access to LinkedIn Learning courses
  • An opportunity to work with a leading wellbeing company that values its employees and strives to make a positive impact on the community
  • A chance to lead a team of experienced professionals and contribute to the development of the business

What We're Looking For

  • At least 3 plus years' experience in leading contact center teams with financial service experience
  • Proven experience in team leadership and people management
  • Experience in employee development and performance conversations
  • Proven experience in driving outcomes and customer-driven strategies in a complex and changing environment
  • Exceptional interpersonal, influencing, and relationship management skills

Culture at Australian Unity

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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