Client Service Team Leader

2 weeks ago

Gold Coast, Australia HUB24 & Class Limited Full time

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)

**The role**

An exciting opportunity for an experienced Client Services Team Leader to join our vibrant and fast paced contact centre in our
**Gold Coast office.**

You will support a service excellence team culture, with development on aspiring to a seamless service experience across the various communication channels.

**Key responsibilities**:

- Daily workflow and task allocation and monitoring.
- Ensure Contact Centre, inbound, outbound calls and chats meet business service levels through monitoring and training.
- Monitor quality and service standards in accordance with agreed resolution timeframes and run regular reviews of individual and team performance
- Manage call listing program to identify areas for individual improvement and business opportunities to improve
- Provide regular updates in product and process change.
- Participate in management discussions, providing feedback and technical expertise on process enhancements and process or product training needs.
- Be an escalation point to internal and client escalations including technical enquiries from a Product and Service perspective.
- Ad hoc tasks as and when required

**Key requirements**:

- Superannuation or managed funds experience, with a knowledge of insurance products and familiarity with platform products and wrap services.
- Proven Client Service experience including both customer service and quality assurance
- Commitment to high standards of client service and the commercial priorities of the business
- Strong communication skills both written & verbal.
- A strong team leader with the ability to Inspire and motivate people to strive to achieve optimal outcomes / results.
- A continual improvement mindset and a flexible and agile approach in a fast-moving and changing environment
- A calm and considered demeanour when working under pressure to meet deadlines or deal with difficult situations.

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.

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