Client Experience Lead

2 days ago

Sydney, New South Wales, Australia The Onset Full time $120,000 - $180,000 per year

Job Description

Client Experience Lead - High Growth Financial Services/Online Trading

  • High growth financial services/online trading
  • Coach and lead customer service and onboarding specialists
  • Make your mark by delivering customer service excellence

If you're passionate about people, process and creating customer experiences that genuinely make a difference, this could be the leadership opportunity you've been looking for.

As a high growth business transforming how customers connect, transact and build trust in the digital age, this company prides itself on delivering seamless and value added customer experiences. The Client Experience team plays a pivotal role in this mission, and as they scale, an opportunity has arisen for a leader to help them deliver exceptional customer outcomes every day.

What You'll Do

As Customer Experience Team Lead, you'll guide a team of Customer Service Officers and Onboarding Specialists. You'll set the tone for how they engage with clients through meaningful conversations, timely solutions and an unwavering commitment to service excellence.

  • Lead, mentor and inspire your team to perform at their best.

  • Handle escalations with clarity and professionalism.

  • Conduct regular QA reviews and provide structured feedback.

  • Analyse trends, identify opportunities for improvement and work with internal stakeholders to enhance the overall customer journey.

  • Collaborate closely with compliance and operations teams.

  • Report on team performance and service outcomes.

  • Shape the customer journey through process improvements.

What You Bring To Make An Impact

With a blend of customer obsession and curiosity about data, you'll demonstrate:

  • Experience leading customer service, call centre or onboarding teams.

  • A coaching mindset and a passion for developing people.

  • Experience with CRM tools such as Salesforce, Playvox or LiveChat.

  • Strong analytical, reporting and problem-solving skills.

  • A passion for working in a fast-paced environment.

  • A genuine obsession for customer service excellence and continuous improvement.

  • Experience in financial services, banking or trading is highly desirable.

  • Exposure to onboarding or KYC operations will be an added bonus.

If you thrive in a fast-moving environment where service meets innovation and you're ready to lead a team that makes every interaction count, apply online or call Michelle Rubinstein at The Onset on

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