As our highly valued Team Manager (Customer Contact Centre) based in South Yarra your role will be to lead a team of up to 18 Contact Centre Specialist be responsible for delivering exceptional service and having quality conversations with customers about their needs. As a manager, you will coach, develop and mentor a service team to deliver Great Southern Bank's full financial service model across various customer interaction platforms, oversee the daily operation of the team and effectively manage team members 'performance. This will be a full-time position with flexible working arrangements. You must be available to over to work a rotating roster between 8am - 7pm, Monday - Saturday . You’ll make an impact by: Leadership You are accountable for creating a culture of exceptional service, teamwork, commitment to excellence and a professional ethic. You are accountable for the day-to-day operations of your team, including meeting service standards, communication, providing ongoing team direction, coaching and mentoring to direct reports. Your key measures of success are team engagement, turnover, absenteeism and internal customer satisfaction. Customer Experience You coach you team to leverage the available technology and to achieve the service targets. You handle customer escalations in a timely manner. You create a seamless customer experience across the service team and broader Great Southern Bank sales and service channels Teamwork You drive and develop a culture of teamwork within the site and across the wider Great Southern Bank group You assist Great Southern Bank in achieving its objectives by participating in special meetings, projects, surveys, events and training as required. Do things differently with us To succeed in this role, you will have: Proven ability to effectively manage a team including coaching and development Previous sales experience with a proven record of achieving sales targets and cross-selling Demonstrated member or customer service orientation Demonstrated ability to build and maintain positive, professional relationships both internally and externally Previous experience in a call centre leadership position would be highly desirable Business or Commerce degree, management qualification, or demonstrable experience in lieu Why Great Southern Bank? Whatever your role with us, you’ll be part of a force for good. We’re owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you’ll also enjoy a range of fantastic benefits, some examples include: Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching. Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week. Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more! Imagine working for a bank that truly helps people. You can. Questions? Please contact our Talent and Experience Partner, Danielle Moore - danielle.moore@gsb.com.au At Great Southern Bank, we're committed to building a strong, inclusive and diverse workplace, where people feel a sense of belonging and are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas and experiences; recognising the benefits they bring to our work, our communities and the way we help our customers. We support and promote an inclusive culture through flexible ways of working, collaboration, and fair and equitable decision making that empowers our people to be at their best every day.
