Description Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom. Your Team The Customer Guidance team is a specialist phone‑based team within Customer Operations, supporting clients, advisers, employers and partners through accurate, timely and customer‑focused interactions. As Team Leader, you guide daily operations, foster a positive performance culture, and ensure consistent, high‑quality service across both inbound and outbound general‑advice conversations. You also represent the team across the business, provide clear updates, and coach team members to deliver seamless customer experiences while meeting risk and compliance obligations. The team also contributes to sensitive or specialised campaigns, working closely with other business areas to achieve aligned and effective outcomes. Your Responsibilities Deliver high‑quality service to customers and business partners through consistent, accurate and customer‑focused interactions. Strengthen the team’s knowledge of industry and market developments to support confident and informed conversations. Review and refine Customer Guidance scripts and processes to continually improve team capability and service outcomes. Identify and implement opportunities to enhance business practices and processes, ensuring the team operates effectively and adds value. Monitor and report on key Customer Guidance requirements, including risk, compliance and priority business initiatives, while supporting ongoing staff development and required training. Your Capability and Experience Leadership experience in customer‑focused environments with the ability to guide teams toward strong outcomes. Experience leading teams in superannuation or wealth management, including advice‑related functions. Background in managing inbound and outbound teams within a contact centre setting. Strong communication skills and the ability to support effective collaboration. Capability in coaching employees to achieve outcomes, supported by reporting, data analysis skills and relevant qualifications (e.g., RG146‑equivalent). What to Expect At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to: Access to CFS Employer Super, which offers an expansive investment menu and flexible insurance solutions Support with financial services, including discounts on home loans and daily bank accounts through our partnership with a leading financial institution Access to 24/7 confidential support covering safety, medical and mental health services Additional leave day to celebrate your birthday Life Leave - 3 days per annum to focus on your wellbeing or celebrate a special event Exclusive discounts on retail, travel and entertainment CFS Culture At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential. Apply today and join us in helping Australians to achieve their financial freedom. Please note, CFS requires all candidates to have full work rights in Australia. Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate’s employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role. This role can be based on Gadigal Land (Sydney)
