Job Description

What’s in it for you;

• Vibrant Workplace: Be part of a fun, supportive, and inclusive team environment where culture matters.
• Wellbeing First: Enjoy perks like employee discounts, health and wellness initiatives, 24/7 EAP support, and discounted health insurance.
• Recharge & Celebrate: Take an annual “Unplugged Day” to reset, and swap cultural holidays to celebrate the days that mean the most to you.

Working as a Team Leader in our Banking and Finance sector, you will inspire and support a team to deliver outstanding service with every interaction. You will drive a culture of excellence by ensuring high-quality customer experiences and maintaining standards that align with client expectations. You will also act as the main point of contact for client queries, helping to build strong and trusted relationships.

Please note: This role operates on a rotating roster between 9:00am – 9:00pm, Monday to Friday, and 9:00am – 5:00pm on Saturdays.

What You’ll Be Doing;

• Team Champion: Lead and support your team to achieve service goals, call quality standards, and performance metrics through coaching, regular feedback, and performance development plans.
• Culture Builder: Create a positive, inclusive work environment that aligns with our values – boosting team engagement and reducing turnover and absenteeism.
• Operational Driver: Monitor performance through dialler and system data, identify opportunities for improvement, and implement smart solutions to enhance service delivery.
• Customer Advocate: Set the bar for service excellence by resolving escalated inquiries, modelling empathetic communication, and inspiring a customer-first mindset.
• Process Improver: Collaborate across departments to resolve technical and people issues, while constantly looking for ways to streamline team processes and boost efficiency.
• Data Storyteller: Use reporting and analysis to uncover trends, track team performance, and provide valuable insights to leadership and clients.
• Compliance Leader: Ensure the team adheres to internal policies and legal standards, with a focus on customer data protection and responsible interactions.

What You’ll Bring;

We value both proven leadership experience and the potential to lead. Whether you’ve formally led a team or have demonstrated strong leadership qualities in your role, we want to see how you inspire others and create impact.

• Solid understanding of call centre systems, metrics, and performance data.
• Be proactive and have a passion for team development.
• Strong organisational and time management skills to balance team priorities and operational demands.
• Background in the banking and finance space is an advantage but not essential.

The Mindset You’ll Bring;

• Inspirational Leader: You know how to bring out the best in people through mentorship, clarity, and empathy.
• Customer-Centric Thinker: You keep service quality front and centre in everything you do.
• Solution-Oriented: You are a critical thinker who thrives on improving processes and solving problems.
• Adaptable and Calm: You navigate change with confidence and support your team through challenges with ease.

Why You’ll Love This Role;

• Lead with Impact: Make a tangible difference by guiding a team that supports customers through important moments.
• Grow Your Career: Develop your leadership skills with access to learning programs and opportunities to grow across the business.
• Work with Purpose: Drive performance, development, and meaningful service.
• Supportive Culture: Join a team that values empathy, teamwork, and continuous learning.

About Us;