Team Leader, Contact Centre

Team Leader, Contact Centre

The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That's why, at Apex Group, we will do more than simply 'empower' you. We will work to supercharge your unique skills and experience.

Take the lead and we'll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

**Team Leader, Contact Centre**
**Brisbane**

**Description**

The Team Leader, Contact Centre is responsible for providing all first point of contact for Apex's superannuation and redundancy trust clients by ensuring effective service outcomes are achieved through client interaction and administration processes which aims to exceed the expectations of our clients through effective management of the team and development of individuals.

**Job specification**
- Team Management including but not limited to:

- Oversee and manage all aspects of the Contact Centre Team to ensure exceptional customer service is provided to our members
- Provide ongoing training, support, coaching and leadership to all Contact Centre Team members
- Organise rosters, shift changes, approve leave requests in line with business needs and changes to IVR messaging as required
- Monitor and report on team performance against Service Level Agreements / KPIs, including identifying trends and making recommendations
- Effectively handle escalated objections from members and quickly resolve queries/issues for members, employers and advisers ensuring complaints are handled in accordance with the Clients' Fund Rules.
- Manage all compliance matters on behalf of the Funds administered to ensure that they meet all the statutory and legal obligations.
- Always support continuous improvement. Identify continuous improvement initiatives and contribute to business improvements. Assist individuals adapt in an ongoing change environment.
- Review Quality reports (Apex's Call Evaluation Policy) for each employee to ensure quality and compliance standards are met. Agree on training plans and further actions and development required.
- Ensure all processes and reference material are documented and implemented within the team.
- Establish and maintain good working relationships with clients and external service providers.
- Participate in training programs, including technical reading, to increase knowledge to provide improved support to team members and for dealings with both customers and service providers.
- Ensure Incident and Complaint resolution and activities are undertaken together with adequate controls in place.
- Prepare Contact Centre Reporting for clients in conjunction with other teams.

**Skills Required**:

- RG146 Superannuation qualifications
- 5 years' experience in Superannuation fund administration
- Previous experience in a similar role/ management experience
- Acurity systems knowledge and experience (preferable)
- Commitment to high standards of client service with balanced focus on priorities of the business
- Continual improvement mindset and a desire to strive and achieve optimal results.
- Excellent interpersonal skills
- Well-developed PC skills eg. Word, Excel, Outlook with speed and accuracy

**What you will get in return**:

- A genuinely unique opportunity to be part of an expanding large global business;
- Competitive remuneration commensurate with skills and experience;
- Training and development opportunities

**Additional information**:
We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

Job ID JR-0007336