Contact Centre Team Leader

Job description
Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.
We’re growing fast as more people choose to align their banking with their values. We’re a customer owned, B Corp certified bank. We empower our staff and 185,000+ customers to be part of the clean money movement.
We currently have a newly created permanent, full-time opportunity for a Contact Centre Team Leader to join the bank and lead a team of Contact Centre Consultants. Based in our exciting new Brisbane South office, the Contact Centre Team Leader will support and drive our Brisbane Contact Centre to success. This is a critical role, responsible for developing the newly built team by nurturing a positive and inclusive environment, whilst ensuring the delivery of outstanding customer experience, aligned with the bank's core values and purpose.
Why join us

• We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
• As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
• Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
• We offer flexible working options, competitive salary and 13% super.
• Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
• We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
• We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
• We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
• We are the first bank in the world to care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Ensure the team meets customer needs / service levels and achieves sales and referral targets
• Ensure all enquiries and transactions are actioned in accordance with policies and guidelines and service standards are achieved
• Work on projects and actively seek process improvement contributing to better customer service and operational efficiency
• Monitor channel (call and digital) volumes, assess levels and staff workloads
• Keep teams fully informed on matters which effect the delivery of services
• Co-ordinate and implement staff training
• Establish and manage performance objectives for individuals and the team
• Complete staff appraisals in accordance with Bank Australia procedures and make recommendations regarding annual salary reviews
• Provide timely, accurate and appropriate performance reporting
• Act in the absence of other department Team Leaders.

What you will bring

• Knowledge of banking products and services
• High level of experience and subject matter expertise in one or more Contact Centre functions
• Experience leading and motivating a team, in particular to deliver an exceptional customer experience
• Ability to effectively determine priorities and allocate work under high workloads
• Ability to manage conflict satisfactorily and to solve problems
• Ability to investigate, problem solve and follow up queries
• Outstanding customer service focus and delivery
• Excellent communication, interpersonal and organisational skills
• High level of competence with Microsoft products
• Demonstrated ability to complete projects and conduct training programs
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.
Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.
Applications for this role will take you to the employer's site.
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