Team Leader, Contact CentreLocation: Brisbane, Sydney, Shelley St
Time Type: Full time
Posted On: Posted Yesterday
Job Requisition ID: JR-0007336
The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.
Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services.
With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.
Your career with us should reflect your energy and passion.
That's why, at Apex Group, we will do more than simply 'empower' you.
We will work to supercharge your unique skills and experience.
Job Description: The Team Leader, Contact Centre is responsible for providing all first point of contact for Apex's superannuation and redundancy trust clients by ensuring effective service outcomes are achieved through client interaction and administration processes which aims to exceed the expectations of our clients through effective management of the team and development of individuals.
Responsibilities: Oversee and manage all aspects of the Contact Centre Team to ensure exceptional customer service is provided to our members.Provide ongoing training, support, coaching and leadership to all Contact Centre Team members.Organise rosters, shift changes, approve leave requests in line with business needs and changes to IVR messaging as required.Monitor and report on team performance against Service Level Agreements / KPIs, including identifying trends and making recommendations.Effectively handle escalated objections from members and quickly resolve queries/issues for members, employers and advisers ensuring complaints are handled in accordance with the Clients' Fund Rules.Manage all compliance matters on behalf of the Funds administered to ensure that they meet all the statutory and legal obligations.Support continuous improvement initiatives and contribute to business improvements.Review Quality reports (Apex's Call Evaluation Policy) for each employee to ensure quality and compliance standards are met.Ensure all processes and reference material are documented and implemented within the team.Establish and maintain good working relationships with clients and external service providers.Participate in training programs to increase knowledge to provide improved support to team members.Ensure Incident and Complaint resolution and activities are undertaken together with adequate controls in place.Prepare Contact Centre Reporting for clients in conjunction with other teams.Skills Required: RG146 Superannuation qualifications.5 years' experience in Superannuation fund administration.Previous experience in a similar role/ management experience.Acurity systems knowledge and experience (preferable).Commitment to high standards of client service.Continual improvement mindset.Excellent interpersonal skills.Well-developed PC skills (e.g., Word, Excel, Outlook).What you will get in return: A genuinely unique opportunity to be part of an expanding large global business.Competitive remuneration commensurate with skills and experience.Training and development opportunities.Additional Information: We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic status, responsibilities for dependants, or physical or mental disability.
For more information on our commitment to Corporate Social Responsibility (CSR) please visit our CSR policy.
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