Team Leader - Contact CentreHybrid

Your Organisation

Come and join a collaborative and supportive team that works with purpose to empower its customers to be confident about their financial future. 

Established in 1959, G&C Mutual Bank has grown to be one of Australia’s strongest customer-owned banks. Customer focussed and values-driven, we make responsible, ethical decisions that benefit our customers and the community. Our profits are reinvested to provide better products and services for our customers. 

If that ethos resonates with you, we’d like to hear from you. Experience the G&C Mutual Bank difference – It’s your bank, because you own it.

Your Opportunity

We are currently recruiting for a Team Leader – Contact Centre to work closely with the Manager – Service & Business Improvement in leading a professional and collaborative culture which delivers efficient and effective service to current and prospective members through all service channels. In this role, you will be managing a team based at multiple locations in NSW and Victoria.

Key aspects of the role include:

• Assisting with complex account-related requests, escalations and complaints
• Quality assurance through regular call monitoring
• Coaching, training and upskilling team members to ensure quality, performance and service levels are maintained
• Support member service delivery across all channels, including taking calls, assisting with branch transactions, and responding through digital channels
• Preparing performance reports and metrics, and monitor sales and other KPI metrics
• Maintaining and communicating procedures to the team, and sharing updates on policy and product changes

Your Profile

Key selection criteria included being:

• a ‘subject expert’ in your role
• passionate about building a service-focussed and professional team
• able to lead by example
• well-organised and self-motivated
• an effective communicator
• someone who consistently strives for continuous improvement

Your Benefits

We value our employees by providing:

• Hybrid working arrangements
• Discretionary bonus based on organisational performance
• Discounts on financial and lifestyle products (some with qualifying period)
• Option to cash out annual leave
• A paid volunteering day each year
• Incentives for independent study along with opportunities for ongoing learning and career development
• Inclusion and wellbeing initiatives, including Employee Assistance Program

We’ve built a team that values service, teamwork and integrity, to go above and beyond for our members. We have a focus on performance and continuous improvement and work collaboratively to get it right. As a member of the Diversity Council of Australia, we recognise the benefits that diversity brings to our organisation. We strive toward a collaborative culture which capitalises on the diverse skills, backgrounds and experiences of our employees.

You must be a permanent resident or Australian citizen to be considered for this position. Only shortlisted candidates who meet the above criteria will be contacted.