Customer Experience Team Lead

6 days ago

Sydney, New South Wales, Australia Moorgate Consultants Full time $80,000 - $120,000 per year

Customer Experience Team Lead

Our Client is a growing Fintech organisation in Sydney, who offers a wide range of innovative financial services products to a global customer base.

Due to expansion a need has arisen for a new Customer Experience Team Lead to assist with the growth of the organisation.

Role Overview

The Customer Experience Team Lead will lead Australia's service and onboarding teams, managing workflow allocation and implementing best practices to ensure exceptional service delivery standards.

This role also oversees the client onboarding including account opening processes, client identification

documentation, name screening, and data capture activities. The position ensures all operations comply

with our clients policies and applicable legal and regulatory requirements.

The ideal candidate will balance operational excellence with regulatory compliance while driving a

customer-focused culture across both teams.

Key Functions of the Role

As a Customer Experience Team Lead, your key accountabilities would include:

  • Manage a team and respond to complex escalated enquiries to complete related tasks and achieve service standards.
  • Monitor, review and analyse work volumes to report new and emerging issues to develop and implement systems, procedures, and projects, to achieve business outcomes and improve performance standards.
  • Provide constructive feedback, and coach staff to build capability and improve performance to ensure service standards are met.
  • Conducting Quality Assurance Checks for the team.
  • Respond to enquiries and deliver a range of processing activities with accuracy and efficiency to ensure service is provided to expected standards.
  • Undertaking analysis, making recommendations to elevate and enhance the Customer Due Diligence function.
  • Support the Global Head of Customer Experience in the development and implementation of ongoing training to improve the client onboarding process.
  • Working closely with the compliance team to ensure our processes are up to high standards
  • Identify the types and causes of CX turnover and factors that impact CX Offers retention
  • Support Global Head of Customer Experience with scheduling, introducing changes to improve customer satisfaction.
  • Provide advice and support to the client onboarding team for complex enquiries and escalations
  • The position is required to carry out any additional duties or projects to the department/team.

Experience

  • Minimum 2 years' Team Leader experience in a customer service/call centre environment.
  • Experience in developing and leading a high-performing team with a culture of accountability and achievement
  • Proficient in the English Language in verbal and written communication
  • Previous experience in reporting and analytics with software programs such as Salesforce, Playvox, LiveChat, and CRM software
  • Strong teamwork skills for training and onboarding new staff
  • Strong relationship-building skills, both internally and externally.
  • Strong ability to manage priorities where there may be competing or conflicting interests
  • Strong initiative to solve problems with a high attention to detail
  • You have a passion for leading, motivating, and developing others to build the overall team culture with encouragement

Desirable

  • Experience within the Financial Services, Banking, or Trading industry

Benefits

Our customer encourages career growth, and will do everything they can to ensure you are awarded with a great career within a fun, dynamic growth business environment. The role will come with a great salary, bonus scheme & many other benefits.

Apply now for more information

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