Member Services Coach

**Take hold of a monster opportunity and join our Member Services team as a Member Services Coach. If you’re a good fit for this role and live in Brisbane or Melbourne, we’d love you to apply.**

**Why join us?**
- You'll get 14% super as standard, to help your future come alive.
- Unleash your potential and build a career to be proud of through excellent training and development opportunities.
- Balance your work between in-person days at our purpose-built hubs and working from home.
- In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.

**About the role**

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Member Services Coach, you’ll be responsible for growing the capability of the Member Services team via delivery of coaching programs through various channels and forums. The role ensures delivery of reactive and proactive coaching interventions to Service Delivery teams to enable ongoing technical (superannuation) capability uplift, soft skills and systems training, as well as enabling the team to deliver high quality customer experiences through customer centric and outcome focused service.

An essential part of this role is fostering a culture of learning, risk awareness and compliance, to assist with safeguarding business interests and uplift the quality-of-service delivery. This includes working with the extended Member Services Leadership team (MSLT) to report on observed capability gaps and/or trends and contributing to the development of learning interventions.

This position also contributes to the building of a culture that aligns with Australian Retirement Trust’s member strategy delivery - simple, smart and personal servicing. The Member Services Coach is essential in driving best practice quality and coaching practices across the Member Services group. It involves being available, willing and able to coach and support our frontline, regardless of the environment or time of year. There will be the requirement to flex to complete Quality monitoring at certain times of the year.

This role is a permanent opportunity.

**About you**

It goes without saying you'll be a great communicator with top notch interpersonal skills we'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely your tick some of the following boxes too.
- Coaching or training experience in a Contact Centre or equivalent.
- Demonstrated experience in Quality Monitoring and coaching.
- Champion service provider, with proven examples of stepping up and assisting others.
- Proven experience in a high-volume customer service work environment.
- Demonstrated understanding of the superannuation industry and subsequent components of this including detailed knowledge of the member, adviser and employer markets and how to service to these.
- Demonstrated ability to coach and develop team members in diverse roles, prioritise according to business unit needs, and ensure a coordinated outcome to improve and maintain consistent performance.
- Demonstrated professional work ethic with a proven ability to adapt to change.
- Ability to rapidly acquire detailed knowledge and understanding of the superannuation, financial planning and related industries and relevant legislation.
- Ability to discuss and promote risk management and compliance while coaching to service.

**About us**

Our 2.3 million members trust us to take care of almost $300 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us - and recruitment is no different. It’s why we're part of the Circle Back Initiative.