Weâre looking for a Senior Member Service Advisor to join our high-performing Contact Centre team. In this role, youâll be the go-to expert - providing outstanding support to members, guiding colleagues, and ensuring consistent, high-quality service delivery across all channels.  Reporting to the Contact Centre Team Leader, youâll play a key role in handling complex member enquiries, managing escalations, and supporting day-to-day team operations, including stepping in to lead when needed. This is a great opportunity for an experienced customer service professional ready to take the next step into a senior, influential role.  Key responsibilities: Act as a subject matter expert across products, services, and processes Manage complex enquiries and escalated member cases with professionalism and care Deliver support across multiple channels (phone, email, webchat, SMS) Provide real-time guidance and coaching to team members Support the Team Leader and step into leadership responsibilities when required Assist with onboarding, training, and buddying of new team members Identify process improvements and contribute to continuous team development Champion a member-first approach to drive exceptional service outcomes  About you Demonstrated experience in a customer service or contact centre environment (financial services or membership-based organisations highly regarded) Proven ability to manage complex or sensitive customer interactions Strong communication skills with a solutions-focused mindset Experience using contact centre systems and CRM platforms A natural ability to coach, support and influence others Highly organised, adaptable, and comfortable working in a fast-paced environment  Applications close:  Friday 29th of May  Why we love working here:  We are a Values led organisation, we C reate opportunity,  P ursue excellence, A chieve together Monthly Health and Wellbeing sessions, weekly learning labs, generous reward and recognition program. The people, you'll work with like-minded and talented colleagues who aspire to be the best Our members, they are at the heart of everything that we do. Hybrid working, spend at least three days a week in the office Busy, fast paced, and we are passionate about what we do Paid parental, volunteer, study leave and the ability purchase additional leave Annual incentive scheme Learning & Professional Development opportunities We are global, so global mindsets are encouraged  About Us:  CPA Australia is Australiaâs leading professional accounting body and one of the largest in the world. We have more than 175,000 members in over 100 countries and regions. Our core services include education, training, technical support and advocacy. CPA Australia provides thought leadership on local, national and international issues affecting the accounting profession and public interest. We engage with governments, regulators and industries to advocate policies that stimulate sustainable economic growth and have positive business and public outcomes. We are values-based organisation underpinned by the CPA Australia Way, which is our commitment to each other and a way of working. It is the foundation of our success, experienced and lived by our people, and felt by members.  How do I Apply?  Click Apply Now  to submit your application for this opportunity. To learn more about CPA Australia and other opportunities, please visit our Careers page at https://www.cpaaustralia.com.au/about-cpa-australia/work-with-us/careers
