Team Manager

**About the Role**
The purpose of this role is to lead and coach a team in our centre of excellence, to deliver on our customers needs across Virgin Money's products and services through phone and digital platforms. As a team manager your primary responsibility will be to enable and empower the consultants in your team to delivery on our premium service proposition. Delivering on the overall contact centre objectives will be crucial to your success whilst embedding an innovative and highly engaged culture will ensure that talent is retained and rewarded. Maintaining operational efficiency will be fundamental to creating a well aligned team that runs smoothly.

Key responsibilities of the role will be to provide continual monitoring, coaching, upskilling and training to develop a multidisciplinary team that meets our customer demands in line with our KPIs and SLAs.

**About you**
This role requires a leader that thinks outside the box and sees the value in continuous improvement, someone who leads from the front and can work in a pressured environment with the ability to prioritise. Tenacity and resilience are qualities required, along with a people focus that puts the client experience at the forefront.

You will also possess:

- Strong leadership skills within a high volume contact centre environment, with the ability to manage and coach, develop and inspire a team
- Proven experience in achieving customer focused service KPIs as well as identifying areas for improvement
- Experience in driving improvement in NPS and Customer Satisfaction results
- Developing and maintaining accurate reporting to management in line with business requirements

**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: BOQ01348