Contact Centre Team Leader
Link Group
Collins Square, Melbourne 3000, Australia
11d ago

Link Group is a global third party financial record keeper active in the securities registration, superannuation administration and property sectors, along with providing a suite of value added services.

In Australia alone, Link Group manages over 15 million account records and processes more than 60 billion dollars in payments every year.

As a leading superannuation administration provider, Link Group is focussed on providing innovative products which differentiate our Clients in the Pension and Superannuation industry.

Due to our investments in people, processes and technology, Link Group’s superannuation business has become the choice of more than 65 funds.

We now support Clients across all Superannuation Fund sectors including Government, Industry, Retail and Corporate. By accompanying our core Member and Employer administration with a full range of value-

added services, we offer the most comprehensive superannuation solution on the market. Link utilises the scale, adaptability, focus and ease of use of our proprietary systems in conjunction with our integrated analytics offering to deliver active intelligence and continue to innovate and grow with Member and Employer needs.

At Link Group our secret to success is our people - having the right people, with the right attitude in the right roles.

Currently we have a great opportunity for a Team Leader to join our Contact Centre division in our Melbourne office. The Purpose of the role The Team Leader coordinates the delivery of tasks in an efficient manner and ensures that work produced by their team meets defined quality standards, achieved by providing effective leadership, planning and staff development.

The success of a great Customer Service Team being is built on the quality of their Team Leaders. The Team Leader key responsibilities include but are not limited to :

  • Manage team members and workflow to ensure that service standards are met or exceeded.
  • Deal with enquiries from internal and / or external clients and service providers, and co-ordinate responses to achieve objectives.
  • Supervise Service Representatives and Senior Service Representatives
  • Identify team problems and develop solutions / improvements.
  • Ensure that all Service Representatives understand client specific plan provisions and current legislation.
  • Exercise sound judgement, tact and discretion with sensitive member and business information.
  • Continuously monitor resource availability so the team can meet client needs and perform services properly.
  • Monitor service goals and standards.
  • Develop and implement action plans to meet service standards.
  • About you :

  • Ability to lead and inspire.
  • Ability to communicate at all levels and tailor your style to suit various audiences.
  • Strong organisational and planning skills with the ability to manage conflicting priorities.
  • Maintain ongoing competency through participation in ongoing learning and development activities.
  • Good written and verbal communication skills.
  • RG416 desired.
  • Interested in applying? Please click apply online and attach a current copy of your resume and a cover letter.

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