Complaints Team Quality Coach-north Service Centre

1 week ago


Melbourne, Australia AMP Full time

Complaints Team Quality Coach-North Service Centre

If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.

For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future.

Help people create their tomorrow, while you create yours.

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we've been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

**How you'll make an impact**
- Review admin and provide feedback and coaching in a timely manner to enhance service the competency of the complaints team.
- Support the Team Managers in improving the knowledge, quality, and performance of the Team to uplift and exceed adviser and customer expectations.
- Build rapport and establish/maintain professional relationships with Stakeholders, including Advisers/Clients, Team Managers, Wealth Distribution, Consultants, and other AMP & North business teams.
- Ensure the internal knowledge management tool and material are kept current to reflect relevant product, legislative and procedural changes and encourage team members to use the content available.
- Participate/hold coaching meetings with the team and support Manager in ensuring the coaching requirements of the team are met. This includes being accountable for managing and delivering coaching sessions and following up with individuals in the team.
- Manage reworks for the team with post QA fails from our IDR Oversight team.
- Complete lite vetting checks for all team members with final response letters
- Working with NSC Managers and other relevant stakeholders and analysts to develop and maintain service centre processes and procedures.

**What you will bring to the team**
- 2+ years' experience in superannuation, managed funds, platforms or an Adviser office.
- Previous experience in a complaints resolution experience highly regarded.
- Knowledge and understanding of RG271 Internal dispute resolution.
- Strong analytical, reporting, and problem-solving skills along with a proactive approach to achieve outcomes and drive continuous improvement.
- Strong coaching skills.
- Excellent written and verbal communication.
- Ability to communicate effectively with team members, stakeholders, and leaders.
- Demonstrated time management skills including the ability to manage competing priorities to achieve deadlines & desired outcomes.
- Ability to work in a fast paced and changing environment with mínimal supervision.
- Excellent relationship building and influencing skills.

**You'll thrive here if...**

If you can adapt from BAU to the ambiguous with ease, you'll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you'll be expected to jump in and deliver across a variety of areas. Meaning, you'll be closer to the action and executive decisions that influence where we go next.

If you're someone that can hold their own, you'll find AMP quite liberating.

**Why we think you'll love working at AMP**

Doing what we've always done is not an option, so your clever ideas will get airtime here. You'll be encouraged to speak up and try new things. If they don't work, we move on - better for it.

We know there's no one way of doing things. So, you won't have to sacrifice who you are or how you work to fit in here. We're inclusive and flexible in many of the ways you'd expect. And in some of the ways you wouldn't. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you'll find moments to connect, feel valued and do meaningful work.

Whether it's through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

**We believe in the power of inclusion and diversity**

We're dedicated to fostering inclusion, diversity, and a warm feeling of belonging at AMP. It sparks creativity, ignites innovation, and turns up the dial on the quality of our decisions and performance. This not only makes our workplace more engaged, but also leads to better connections with our customers.

We're your allies in the search for the perfect fit - when you apply, let us know how we can support you to put your b



  • Melbourne, Australia AMP Limited Full time

    **The opportunity** The Quality Coach is responsible for providing technical skills coaching to consultants, to uplift the quality experience for advisers and clients on the North Platform. **How you will make an impact**: - Review feedback and coaching in a timely manner to enhance service the competency of NSC team members - Support the NSC leaders to...


  • Melbourne, Australia AMP Limited Full time

    **The opportunity** The NSC Quality Coach is responsible for providing technical skills coaching to consultants to uplift the quality experience for advisers and clients on the North Platform **How you will make an impact**: - Listen to calls and provide feedback and coaching in a timely manner to enhance service the competency of consultants - Understand...

  • Coaching Lead

    5 days ago


    Port Melbourne, Australia Goodstart Early Learning Full time

    **Role**: Coaching Lead - VIC North **Location**: Victoria North - covering from Melbourne Inner Northern Suburbs Central to Echuca, Shepparton and Bendigo **Employment Type**: Permanent Full time Goodstart are currently seeking a Coach Lead to work with our VIC North Leadership Team. As the Coaching Lead, you’ll play a pivotal role in leading, motivating,...


  • Melbourne, Australia City of Melbourne Full time

    **Vacancy Details**: - Position: - Organisation Unit: - Location: - Tenure: - Closing: - Synopsis: - **Classification 6 - $118, 141 - $132,962 + super**: - **Lead complex customer complaints, ensuring fair outcomes**: - **Opportunity to work across the organisation and lead a small team** We are the City of Melbourne, a place to be bold and...


  • Melbourne, Australia Service Stream Full time

    Primary Location Melbourne, VIC Job Description Summary An exciting opportunity has arisen for a Complaints Coordinator to join Service Stream in our Collins Street office. About the Role Service Stream’s Telecommunications division are currently seeking a Complaints Coordinator to join our growing company. You will be responsible for driving the...


  • Melbourne, Australia Coach Full time

    **Who We Are**: Coach is a leading design house of modern luxury accessories and lifestyle collections, known for its heritage of craftsmanship and New York style. At Coach Emporium VIC, we deliver a premium shopping experience that reflects our commitment to quality, innovation, and customer care. **We are seeking to hire 2x Part Time Security and Brand...


  • Melbourne, Australia Coach Full time

    **About us** Coach was founded in 1941 and today is a leading New York design house of modern luxury accessories and lifestyle collections. We attribute the prominence of the Coach brand to the unique combination of our original American attitude and design, our heritage of fine leather goods and custom fabrics, our superior product quality, and our...


  • Melbourne, Australia Coach Full time

    **About us**: Coach was founded in 1941 and today is a leading New York design house of modern luxury accessories and lifestyle collections. We attribute the prominence of the Coach brand to the unique combination of our original American attitude and design, our heritage of fine leather goods and custom fabrics, our superior product quality, and our...


  • Melbourne, Australia Equity Trustees Full time

    **Location**: Melbourne, Sydney We're excited to offer you a fantastic opportunity to join our Corporate and Superannuation Trustee Service (CSTS) team! This role places you at the heart of ensuring incidents are managed effectively and within CSTS' risk appetite. You'll focus on ensuring member complaints are resolved with fairness, consistency, and a...


  • Melbourne, Australia UniSuper Full time

    Are you looking to join a high-performing, award-winning team? Come and join our Member & Advice function where our front-line teams help to support our members, in turn creating great retirement outcomes. Through this focus we have been recognised for our excellence, exceptional customer service and high performance. Be part of our inclusive, passionate...