Service Lead
Vor 6 Tagen
Full time
Established in 1840, we are Australia's first wellbeing company, delivering health, wealth and care services for our members and the community.
As a social enterprise, we're motivated by our purpose to positively impact the wellbeing of millions.
We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.
For us, Real Wellbeing encompasses the whole experience of life.
It's about feeling supported in your health, connected with your community and empowered to live life on your terms.
Your New Role Looks Like This: As a Service Lead you will lead the service of Life & Super Contact centers for the Wealth & Capital Market (W&CM) platform.
You will be responsible for the daily oversight of the contact centers functions whilst partnering with management to ensure exceptional outcomes are delivered daily to W&CM customers.
You will drive continuous improvement, deliver customer and adviser outcomes that are right first time and delivered with customer focused excellence.
Key Responsibilities Include: Oversee, lead and mentor a team of 10 FTE in the daily service of Life & Super Client and Adviser Contact centresLead and motivate the team to drive execution against agreed targets and objectives and ensure that SLA's /KPIs are reliably achievedMaintain accurate resource planning and forecasting capabilities for teamsPartner with Operations Lead and Senior Manager Service to ensure consistency and efficiency structures are implemented that deliver on an exceptional experience, support, and services to our clientsContribute to and lead the implementation of improved services and practices frameworks to continuously enhance our service and various stages of the customer service processEvaluate performance by conducting monthly quality monitoring reviews of calls and analysing and interpreting call statisticsUsing Customer insights, identify areas of system/process downfall and pursue investigation, correction, and productivity improvementPartner with Senior Manager Service and project managers to provide thought leadership and help implement the strategic vision for ServiceRole model the aspired Leadership behaviors to source, lead, develop and retain high quality team members aligned to the Australian Unity culturePartner and collaborate across functions to deliver on key strategic initiatives and drive customer obsessionAbout You: At least 3 plus years' experience in leading contact center teams with financial service experienceProven experience in team leadership and people management.Experience in employee development and performance conversations.Proven experience in driving outcomes and customer driven strategies in a complex and changing environmentExtremely strong customer service skills with experience in complaint and incident managementExperience in Forecasting and workforce planningExceptional interpersonal, influencing and relationship management skillsWhat's on Offer: You will enjoy a range of great employee benefits and rewards including:
Competitive salary + bonus programEnjoy additional yearly Well-Being and Community leave days14-week paid parental leave, with equal benefit for both parents PLUS our Bump to BabyEmployee Referral ProgramEmployee Assistance Program - support and assistance for you and your partner at those times in life when you need it mostMaxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.Discounts across the Australian Unity business including Private Health Insurance, General Insurance + moreAvailable access to LinkedIn Learning courses through our great Learning platformAustralian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.
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