Team Leader, Customer Service (12-Month)

Challenger Limited is an ASX-listed investment management firm managing $105 billion in assets (as at 30 June 2023). Life with us is fast moving and always exciting. Together we’re driving to deliver our vision to provide our customers with financial security for a better retirement.

We achieve this goal by providing a work environment where people from diverse backgrounds, with a range of skills and experiences can contribute and succeed.

We are on the lookout for a Team Leader to guide our team through periods of operational change, ensuring the continued delivery of exceptional service. The ideal candidate will champion a culture of ongoing improvement, flexibility, which are vital for maintaining our commitment to excellence.

The core functions of the role are:

• Motivate and drive a successful team, across administration and contact centre functions
• Establish clear goals, provide consistent feedback, and foster an environment of collaboration and respect.
• Coach and develop team members to achieve high performance and meet KPIs.
• Regularly supporting all channels to ensure quality and timely service which includes managing escalations. It is expected that the Team Leader will provide hands on support as required as a regular part of their role, which includes taking inbound calls and administrative tasks.
• Ensuring adherence to quality standards across all channels.
• Encourage innovation, process improvement and exceptional service delivery by team.
• Prioritise the security and well-being of our customers information, ensuring customer interactions and work are protected.

The skills you’ll need:

This is a fantastic opportunity for someone who has proven work experience as a Team Leader, supervisor, or senior member of a contact centre.

Whilst financial services industry is advantageous, this is also an opportunity for those with a keen interest in financial services who are looking for an opportunity to enter the financial services realm.

• Proven leadership capabilities, with a track record of motivating and guiding teams through periods of change.
• A background in contact centre operations is highly regarded, demonstrating success in achieving service excellence and customer satisfaction goals.
• Skilled in cultivating effective team relationships, promoting a cooperative and collaborative work environment.
• Outstanding communication abilities, capable of inspiring and engaging team members effectively, while also leading from the front.
• Ability to pinpoint areas for improvement and exert influence to facilitate change.
• RG146 (This certification is a requirement of our People leaders. If not obtained previously, people leaders will undergo this certification when they commence in the role)

Additional Info:

Working at Challenger means being part of a diverse, connected team that has fun and loves what they do. We’re small enough, but big enough to accelerate bold ideas, realising what’s possible for our customers and partners.

At Challenger, we provide access to a range of exclusive employee benefits that will support you both personally and professionally and a hybrid work environment. Visit our benefits page for more information.

https://www.challenger.com.au/about-us/careers/our-benefits   

#LI-Challenger #LI-GS1 #LI-Hybrid

We value inclusion and diversity of thought, promote flexible working practices so our people can integrate their work and personal lives, and are proud to be a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality.

We believe in bringing your authentic self and a belonging in our culture. We are prideful in participating in the Australian Workplace Equality Index (AWEI) as a national benchmark on LGBTQ+ workplace inclusion and best practice in Australia. We offer the opportunity for a broad career experience and value people who are inquisitive and rigorous and are driven to make a difference.

Job type:

Posting Close Date :