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SalaryWhy Link Group
Link Group is a global business connecting millions of people with their assets – safely, securely, and responsibly. We have 7000 employees across 4 continents and continue to grow every day.
Retirement & Superannuation Solutions is the largest business under Link Group and we are the leading administrator for super funds in Australia. We are well positioned within a growing superannuation industry, combining our rich legacy with a fast-paced environment that enables rapid career growth. – safely, securely, and responsibly.
The Role
This is a permanent full-time role and can be based in our office at Parramatta, Sydney or Collins Sqaure, Melbourne. We are open to applicants from Sydney and Melbourne. Reporting into the Contact Centre Manager, this role will be responsible for team performance in accordance with agreed SLAs and ensure that work produced by the team meets defined quality standards.
Key Accountabilities and main responsibilities
Experience & Personal Attributes
Some of our Employment Benefits
Culture @ Link Group
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
How to apply
Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.
Link Group is a global business connecting millions of people with their assets – safely, securely, and responsibly. We have 7000 employees across 4 continents and continue to grow every day.
Retirement & Superannuation Solutions is the largest business under Link Group and we are the leading administrator for super funds in Australia. We are well positioned within a growing superannuation industry, combining our rich legacy with a fast-paced environment that enables rapid career growth. – safely, securely, and responsibly.
The Role
This is a permanent full-time role and can be based in our office at Parramatta, Sydney or Collins Sqaure, Melbourne. We are open to applicants from Sydney and Melbourne. Reporting into the Contact Centre Manager, this role will be responsible for team performance in accordance with agreed SLAs and ensure that work produced by the team meets defined quality standards.
Key Accountabilities and main responsibilities
- Responsible for building high performing teams to ensure service levels are met and to prioritise and adapt work to align with organisational goals.
- Deliver and champion continuous improvement initiatives to ensure that best practice is incorporated into the business
- Maintain effective communication to ensure that team members are kept up to date with any changes to procedures, legislation, or corporate issues
- Assist with enquiries from internal and / or external clients and service providers
- Oversight of quality reviews of Customer Service Officer’s calls and day-to-day work through telephone call and workflow case monitoring
- Manage team members and workflow to ensure that service standards are met or exceeded
- Provide side-by-side coaching and remote monitoring on a weekly basis to ensure team members are delivering high quality customer service as measured by individual and team targets
- Provide individual and team performance feedback
- Provide ongoing support, development, training and mentoring to team members
- Participate in and adhere to the Performance Management process and be proactive in identifying and addressing training needs for team members.
Experience & Personal Attributes
- Minimum 2 years’ experience in leading the teams at call centre
- People leadership experience
- Ability to communicate at all levels and tailor style to suit various audiences
- Strong organisational and planning skills with the ability to manage conflicting priorities
- Good written and verbal communication skills
- University Degree (or equivalent), ASFA Certificate / Diploma, or relevant superannuation administration experience/Contact Centre experience/RG146
Some of our Employment Benefits
- Salary Sacrificing via Superannuation – supporting you along your journey to retirement
- Purchased Leave Scheme – purchase additional leave for that next family holiday
- Parental Leave Scheme – plan your future
- Learning & Development - Development at your fingertips via self-paced learning, including educational assistance support
- Talent Referral Scheme – refer a friend and receive a cash incentive!
- Recognition Program – say thank you today!
- Wellness Program – rewards and resources tailored to support you and your family
- Corporate Social Responsibility Program, including volunteer leave
- Employee discounts – Access discounted rates and offers from a variety of providers, including Bupa!
- FlexiWorks – enabling our employees to work in the office and at home
- Appreciate: This program is to recognise people who are demonstrating our values and Company purpose.
Culture @ Link Group
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive, and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
How to apply
Ready to take the next step in your career? Apply now with your resume and detailed cover letter highlighting your skills, experience, and why you would be a good fit for the role.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.
