Client Services Coach

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

We are looking for an experienced
** Client Service Coach** to join our Gold Coast team, who is committed to providing a truly excellent experience to our clients.

What’s important to our clients is what’s important to us. This role is committed to delivering across a number of areas to meet our clients’ needs and is able to add value to the client relationship by exceeding their expectations.

**Key responsibilities**:

- Monitor and tracking progress of daily workflow reporting.
- Run regular reviews of the quality of services delivered. Review of efficiency, accuracy and timeliness of team tasks.
- Monitor individual performance on knowledge of process, product, and systems.
- Assist individuals adapt in an environment of ongoing change, including maintaining open communication within the team, supervisors and the executive team.
- Support a service excellence team culture, with development on aspiring to a seamless service experience across the various communication channels.
- Proactively review current business procedures
- ensure documentation current, accessible to team and facilitate the introduction of new processes
- Ensure Contact Centre, inbound, outbound calls and chats meet business service levels through monitoring and training.
- Identify where feedback to team members is required on performance/knowledge of process, people and systems.
- Manage call listing program to identify areas for individual improvement and business opportunities to improve (VOC Program).

**Key requirements**:

- Proven client service experience in a call centre environment, and a passion for customers.
- Previous experience coaching a client services team (highly desired)
- Superannuation or managed funds experience, with a knowledge of insurance products and familiarity with platform products and wrap services are all highly desired
- Energised by resolving questions and supporting clients through outstanding phone interaction
- Great problem-solving abilities and the ability to engage multiple stakeholders effectively both internally and externally.
- Have a proven ability to pick up new technology and systems quickly.
- Strong written and verbal communication skills, and the energy and positivity to deliver to a high standard every time.

We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change because, even though we’ve come such a long way together, we’re not done yet - we’re committed to empowering better financial futures for more Australians.

We know that when our people are engaged and happy, our customers feel the difference. We operate a hybrid workplace model across our offices with plenty of work from home flexibility: Tell us what you need to be successful. Come help us grow and evolve so we can empower better financial futures.