Job Description
Are you ready to lead a team that directly impacts the retirement outcomes of thousands of Australians? UniSuper is seeking a passionate and experienced Team Leader for a maximum term contract position in our Technical Support team, ending on 30th June 2025.
About UniSuper
UniSuper is a place where brilliant thinkers and passionate people come together. As one of Australia's largest super funds, the work you'll do with us makes a meaningful difference today and tomorrow for our members, and for you.
UniSuper is a place for people who want to make a difference in their work and the world. As one of Australia's largest super funds you will join an inclusive team of passionate people focused on creating a great retirement outcome for our members.
The Role: Why You'll Be Excited About This Role
Imagine the opportunity to take on an amazing contract opportunity where you wake up each day knowing that your work truly matters. As our Team Leader in Technical Support, you'll:
Lead a team of 9 specialists, guiding them to provide exceptional support to our member-facing consultantsDrive strategic initiatives that enhance both customer and employee experiencesDevelop your leadership skills in a supportive, future-focused environmentMake a real difference in people's lives by ensuring they receive the best possible retirement advice and support
You'll be at the forefront of implementing our Member & Advice strategy, bringing to life our vision of easy, seamless, and personalised service. Your expertise will shape the way we support our members, making complex superannuation concepts accessible and actionable.
What You'll Be Working On
In this role, you'll:
Coach and mentor your team to deliver exceptional technical support across voice, chat, and email channelsAnalyse insights and implement solutions to boost First Contact Resolution and reduce repeat callsLead recruitment efforts to build a high-performing, engaged teamCollaborate with other leaders to drive systemic improvements and innovationEnsure compliance with industry regulations while promoting best practices in customer data protection About You
We're seeking a dynamic leader who is motivated by the positive impact superannuation can provide to people's lives. You'll have a track record of inspiring teams to deliver exceptional service, along with the technical expertise to guide complex decision-making in a regulated environment.
The ideal candidate will have:
Proven experience leading and developing teams in a customer support or call centre settingExperience working in a highly regulated environment, with superannuation or financial services background highly regardedA talent for analysing data and implementing solutions to enhance service delivery and efficiencyExcellent communication skills, with the ability to influence stakeholders at all levelsA commitment to fostering a culture of innovation, collaboration, and continuous improvement The UniSuper Way
UniSuper believes that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office.
UniSuper is proud of our culture and benefits, which empower our people to achieve their full potential, thrive, and grow their career with us. These include:
3 days over Christmas and 3 days 'Community, Culture & Wellbeing' leave (accumulated)Access to amazing lunch & learn session including with external expertsAn inclusive environment that celebrates diversity and encourages you to bring your whole self to work.
It should go without saying, but at UniSuper, we value and celebrate diversity and inclusion. We believe that a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don't meet all the requirements.
Look Forward. Think Great.
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