Team Leader Contact Centre

6 days ago

Brisbane, Queensland, Australia Apex Group Ltd Full time $80,000 - $120,000 per year

The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That's why, at Apex Group, we will do more than simply 'empower' you. We will work to supercharge your unique skills and experience.

Take the lead and we'll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Team Leader Contact Centre
Location : Brisbane
Description
As the Contact Centre Team Leader, you will lead the day-to-day operations of our Contact Centre team. You'll lead by example, providing coaching and hands-on support to ensure service excellence.

Job specification

  • Support, coach, and guide the Contact Centre team to deliver excellent service to members
  • Maintain team rosters, leave approvals, and IVR updates as needed
  • Drive team performance and contribute to achieving SLAs and KPIs
  • Handle escalated queries and ensure compliance with fund rules
  • Promote a culture of continuous improvement and adaptability
  • Review call quality and support training and development initiatives
  • Maintain accurate documentation and reference materials
  • Foster strong relationships with clients and service providers
  • Assist with incident and complaint resolution
  • Support reporting processes in collaboration with internal teams

Skills Required:

  • RG146 Superannuation qualifications
  • 3+ years' experience in superannuation or financial services
  • Experience in a contact centre or team leadership role
  • Familiarity with Acurity systems (preferred)
  • Strong client service focus and ability to prioritise
  • Commitment to continuous improvement and team success
  • Excellent communication and interpersonal skills
  • Proficiency in Microsoft Office (Word, Excel, Outlook)

What you will get in return:

  • A genuinely unique opportunity to be part of an expanding large global business;
  • Competitive remuneration commensurate with skills and experience;
  • Training and development opportunities

Additional information:
We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please visit

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

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