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HUB24

Client Service Team Leader

Posted on Nov. 26, 2024

Gold Coast, Australia
0 - 0 USD (yearly)

Full Time

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.

HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)

An exciting opportunity for an experienced Client Services Team Leader to join our vibrant and fast paced contact centre within our Gold Coast office. This is a newly created role to support our continued growth.

The primary responsibility of this position is to ensure effective service outcomes are achieved through the effective coaching of team members. This role requires subject matter expertise and technical support to team members on process, product and systems.

You will support a service excellence team culture, with development on aspiring to a seamless service experience across the various communication channels.

Key responsibilities

Daily workflow and task allocation and monitoring.
Ensure Contact Centre, inbound, outbound calls and chats meet business service levels through monitoring and training.
Monitor quality and service standards in accordance with agreed resolution timeframes and run regular reviews of individual and team performance
Ensure team adequality manage email queries from advisers/clients meeting business service standards.
Provide problem solving subject matter expertise and identify where feedback to team members is required on performance/knowledge of process, people and systems.
Manage call listing program to identify areas for individual improvement and business opportunities to improve
Provide regular updates in product and process change.
Participate in management discussions, providing feedback and technical expertise on process enhancements and process or product training needs.
Be an escalation point to internal and client escalations including technical enquiries from a Product and Service perspective.
Ad hoc tasks as and when required

Key requirements

Superannuation or managed funds experience, with a knowledge of insurance products and familiarity with platform products and wrap services.
Proven Client Service experience including both customer service and quality assurance
Commitment to high standards of client service and the commercial priorities of the business
Strong communication skills both written & verbal.
A strong team leader with the ability to Inspire and motivate people to strive to achieve optimal outcomes / results.
A continual improvement mindset and a flexible and agile approach in a fast-moving and changing environment
A calm and considered demeanour when working under pressure to meet deadlines or deal with difficult situations.

THE HUB24 STORY We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians.

Benefits and Life at HUB24 Learn more about our employee benefits HERE.

Check out why our people love working at HUB24!

We pride ourselves on being an inclusive employer of choice where our people can bring their whole selves to work and feel 100% safe and supported to do so. If you don't feel you fit this role 100%, we would still love to hear from you. Tell us what you're interested in - you still might have a skill we didn't realise we needed!

The Recruitment Process:

Acknowledgement email once your application has been submitted.
Our Talent team will start reviewing your application, if unsuccessful you will be notified.
If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role.
If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.
Should you require any accommodations to the recruitment process, please contact recruitment@hub24.com.au and one of our team will be in touch.
Interviews can happen virtually or face to face with the hiring manager, or other members of the broader team. Depending on the role, there may be more than two interviews.
Communication of outcomes to successful and unsuccessful candidates and feedback provided.

*As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here.

2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Endorsed by WORK180, we are proud to be recognised as an employer of choice for women.

We have been nominated and placed on the BOSS Best Places to work list.

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