team leader - wealth contact centre - big four bank in sydney cbd

posted
job type
permanent
salary
AU$ 80,000 per year
apply now

job details

posted
location
sydney cbd, new south wales
job category
call centre & customer service
job type
permanent
working hours
Full-Time
salary
AU$ 80,000 per year
reference number
90M0366065_1541111532
phone
00 00
apply now

job description

  • Team lead within a Wealth Management contact centre
  • Big Four Bank located in CBD , overlooking the harbour
  • $80K + super + bonus, minutes from Townhall Station

Challenge yourself to be a Team Leader of 10 – 14 inbound phone analysts within the Wealth Contact Centre of a Big Four Bank. Strengthen your team’s end to end handling and management of all telephone interactions.

Your new company

Contribute to the wealth management arm of a bank renowned for leading the Australian financial services space. Team lead within the bank’s integral contact centre, responsible for servicing clients, advisors, employers and third parties. Mentor one of nine teams that provide information and assist with queries across Superannuation, Investments and Pension accounts.

Your new role

  • Create development plans tailored to individual team members
  • Liaise with other team leaders within Client Operations to review customer satisfaction results and improve based on feedback
  • Conduct performance reviews through structured one on one sessions, side by side call listening and coaching sessions
  • Tackle client escalation and initiate improvements across Contact Centre and Client Operations
  • Report on key team metrics on daily and weekly basis
  • Build key stakeholder relationships to improve service experience of clients, advisors and employers

Your skillset and experience

Must have 1-2 years team leader experience within a banking and financial services contact centre

  • RG146 compliance preferred
  • Knowledge of contact centre metrics desirable
  • Financial Services preferred along with experience and or qualifications in Lean Six Sigma/Process Excellence
  • Noted customer focus and ability to solve complex problems
  • Proficient communication skills, high attention to detail and proactive work ethic

Your benefits

Mentor a professional, collaborative and high functioning team to effectively service customers needs and interests. Gain industry leading experience within this reputable company that will launch your career to the next level. Enjoy convenience of office being just minutes from Townhall Station and Pitt Street Mall.

Your next step

To launch your career, click ‘apply now’ or contact Nayomi, Consultant, on 8215 1037.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

skills

team leader, wealth, contact centre, call centre, manager, wealth management

qualification

no qualifications required

educational requirements

Secondary School/High School