Customer Contact Team Leader

**About the Role**

The purpose of this role is to lead a team of contact centre employees in the delivery of customer needs across BOQ products and services through telephony and/or digital platforms. As part of the Management group within Customer Contact, the Team Leader will be responsible for implementing and achieving key business objectives and ensuring consistency of process and service experience across all channels.

This role will be responsible for providing continual employee coaching and training, ensuring the development of a multiskilled team. Team Leaders must ensure these skills are regularly used and maintained to create a brand agnostic and agile workforce to deliver superior customer service ensuring the customer needs are at the heart of everything we do.

**About you**
We're looking for a motivated and enthusiastic leader who possesses:

- Experience in a digital and direct finance environment
- Demonstrated leadership skills in creating a high performance culture
- Strong analytical skills and the ability to interpret and analyse data for effective team and workflow management and resource allocation
- Knowledge of the general banking and lending policy and procedures with some product knowledge is preferable
- Strong computer literacy skills (windows/excel/word) with the ability to work across multiple systems
- Excellent customer/people management conversation/relationship skills

**About Us**
BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- BUPA Corporate Plan
- Employee Assistance Program (EAP)
- A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
- Accessible work support through various practices, systems, office adjustments
- Gym, shopping, technology and travel offers
- 5 employee diversity network groups focusing on; First Nations Reconciliation Council, Proudly ME (LGBTIQA+), Multicultural, Gender and Early Career.
- BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index.

**How to Apply**

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Job Reference: BOQ01604