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Form of workIt’s an exciting time to join our organisation! In March 2023, two of Australia’s most successful member-owned banking organisations merged, to form Heritage and People’s Choice - Australia’s leading mutual banking organisation and a genuine, member-owned alternative to the major banks.
We exist to create a better future for our members and the communities in which they live.
We are 100% member owned, with approximately 720,000 members and 1,900 employees. We have dual head offices in Adelaide and Toowoomba, and 95 branches across South Australia, Victoria, New South Wales, Queensland and the Northern Territory, trading under two brands, Heritage Bank and People's Choice.
When you come to work at Heritage and People’s Choice, you’ll be joining a team of inclusive, friendly, and motivated employees who value making a difference every day for our members, community, and the planet. We are committed to creating an outstanding working environment where you feel supported, can continue to develop and are proud advocates of our members and our business.
About the position
We’re on the hunt for a leader who can drive one of our Service and Sales Teams in our National Contact Centre to success. In this role you will help our Member Service & Sales Consultants fulfill their goals by delivering personalised outcomes for our members. You will also focus on delivering ongoing improvements to our operational efficiency with a persistent focus on improving service levels for our members. This position is being offered on a permanent full-time basis.
Key responsibilities include:
- Provide leadership that drives a culture aligned to our organisational purpose and strategy, supporting, and maintaining a persistent focus on the member.
- Monitor individual employee and team performance against a balanced scorecard.
- Identify employee for additional coaching and/or formal performance management.
- Monitoring employee call statistics and identification of improvements needed for call handling times, error rates, after call work, etc.
- Create a culture that reflects service excellence and member experience, integrating feedback / coaching and training into employee one on one sessions.
- Mentor, coach and develop people, making the member the focus of all interactions.
About you
To be successful in the role you will have:
- Proven leadership ability that drives a culture aligned to organisational purpose and strategy.
- Proven ability to positively manage change to achieve operational outcomes.
- Proven ability to deliver member first outcomes to achieve team targets / budgets.
- Demonstrated experience in leading and managing employee and financial resources to deliver member focussed services within appropriate governance structures.
- Ability to lead and motivate team members to drive activity that supports organisational outcomes.
- Be a role model for the values of the credit union.
- Demonstrated personal energy and a passion for achievement and excellence.
- Proven ability in mentoring, coaching, and developing people to achieve desired outcomes.
Our team are committed to providing extended hours of service through our National Contact Centre, to be successful in this role you will need to work varying shifts between 7 am and 9 pm from Monday to Friday, and from 8:30 am to 5 pm on Saturdays. Saturday shifts will rotate once every 10 weeks, and there will be an on-call requirement (overnight) for one full week, also occurring once every 10 weeks. To support your work life balance we provide rosters over a four week period, and release these one week in advance.
Why choose People's Choice
Be part of an inclusive, friendly, professional and motivated team, where people work better together to achieve and grow. We value and celebrate diversity of thought through our inclusive culture and with our people at the heart of our success, we'll support your career goals, whilst also guaranteeing supportive and dynamic working conditions.
Benefits of working for us
We believe the little extras can make a big difference in supporting your success. That’s why we offer great incentives and benefits including:
- Paid parental leave and special leave provisions
- Flexibility and hybrid working arrangements
- Employee banking benefits and discounted insurances
- Career development opportunities, and ongoing training, coaching and support
- A dedicated Employee Assistance Program for you and your family to access in times of need
- Paid volunteering days and access to a diverse range of community and charitable initiatives
If you’d like to seize this opportunity, click 'Apply' now and submit your application, including a cover letter and current resume by Tuesday 2nd April 2024.
