Lead, Customer Support Hub

Lead, Customer Support Hub & Indigenous Customer Support Line

Job number: 802743

Primary position location: VIC- Melbourne CBD

Category: Banking & Financial Services

Category: Call Centre/Contact Centre

Work type: Permanent Full time

Closing at: Aug :55 AEST

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In NAB Care we pride ourselves on delivering exceptional customer service with empathy and understanding. We are committed to providing tailored support for our most vulnerable customers, ensuring their banking needs are met. If you are passionate about making a difference and have strong communication skills, NAB Care might be the right next step for you.

We are seeking a compassionate and dedicated individual to join the Indigenous Customer Support Line (ISCL) and Customer Support Hub (CSH) within NAB Care. As a Lead, you will be responsible for ensuring that team members are managing cases in a timely manner.

You will work closely with a wide range of teams and stakeholders within, across and external to the business, actively seeking to develop relationships with internal stakeholders and to identify business and process improvement opportunities, while adhering to compliance and regulatory standards.

• In the role of a Lead, you will simplify complex processes to make customer experiences simple, fast and easy.
• Drive engagement and motivation across a team of specialised Associates.
• Make a real difference for our customers and communities.

Our people are who make the difference for our customers through their interactions. Our customer mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role, you will report to the Manager, Extra Care Hub. It is an exciting time to join our Customer Services team that's doubling down Customer Obsession.

Each day, you'll go above and beyond to:

• Provide leadership, coach and develop a team that provides tailored support to our customers during difficult financial times.
• Support customers experiencing vulnerability and indigenous customers in remote communities.
• Be responsible for day-to-day best practice operational management of the centre, ensuring all escalations are managed in a timely and effective manner.
• Maintain risk mitigation and ensure regulatory compliance obligations are adhered to.
• Identify process improvement areas to uplift existing processes and procedures.

We are looking for the best and brightest to deliver the best for the customers. You'll need:

• Experience leading operational teams and contact centres, managing change, embedding operational improvement, and delivering key productivity and operational targets.
• Problem solving skills to be able to resolve complex customer situations related to vulnerability.
• Knowledge and understanding of business and retail financial products, and related banking regulation
• Effective communication skills and good understanding of customer needs.
• Strong work ethic and growth mindset.

We strongly encourage First Nations peoples to apply. This team is dedicated to supporting First Nations customers with their banking needs over the phone through our Indigenous Customer Service Line (ICSL), part of NAB's Customer Support Hub (CSH). From time to time, there may also be opportunities to connect with community in-person through events, stakeholder visits or outreach activities.

NAB's vision for a reconciled Australia is a future where First Nations peoples have equitable access to finance and employment and where all Australians and organisations work together to build healthy, inclusive and sustainable communities. Our First Nations Careers outlines how we are working to support culturally strong career pathways and strengthen connections with community.

When you join NAB, you are not just joining a team, you are walking into a workplace that backs you. We support your cultural identity and growth through:

• Access to our First Nations Employee Network for connection and peer support.
• Available leave for attending cultural responsibilities, including Sorry Business

A diverse and inclusive workplace works better for everyone

We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues' unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

For details on the recruitment process, and accessibility, please visit To discuss adjustment requirements, please contact the NAB Careers team, via (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.