Contact Centre Coordinator

Through the merger of Bank Australia and Qudos Bank we're creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we're building on the strong foundations of our history and shared values as we bring together the best of both banks.

We currently have a Contact Centre Coordinator (Grade 2) opportunity for an enthusiastic and motivated individual to join our team in the Collingwood office. The position is a Permanent – Full Time opportunity. As a Contact Centre Coordinator, you will provide support to the senior leadership team for the contact centre by coordinating recruitment and ensuring administrative compliance and efficiencies.

Why join us

• We have big plans to become Australia's leading purpose-driven bank.
• As a certified B Corp, we're part of a global business community who meet the highest social and environmental standards, balancing profit and purpose.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 14% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Oversee the recruitment process for new entrants into Contact Centre Consultant roles
• Provide daily / weekly recruitment updates to the Head of Contact Centre and the Contact Centre Leadership Team
• Regularly evaluate the effectiveness of the Contact Centre recruitment framework and deliver insights and recommendations for enhancing the recruitment model
• Assist in the day-to-day management.
• Assist in the development and continual improvement of processes and procedures
• Work with the broader Customer Division functions on initiatives to improve customer experience and business performance
• Assume the role of team leader during planned or unplanned leave.

What you will bring

• Excellent communication, interpersonal and organisational skills
• Ability to analyse data, problem solve and present solutions in a succinct fact-based way
• Ability to provide accurate reports and insights
• Excellent teamwork and collaboration skills
• Knowledge of relevant banking and financial legislation
• Ability to effectively determine priorities and allocate work under high volumes
• Excellent ability in the provision of customer service
• Knowledge of Bank Australia products and services is highly regarded
• Excellent attention to detail
• Commitment to Bank Australia's purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia's Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.

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