Contact Centre Team Leader

About Police Bank

Police Bank is recognized as one of Australia's rapidly expanding Mutual Banks, providing a wide array of financial products and services tailored with members' needs in focus.

Role Overview

We are currently seeking a Member Experience Team Leader for our expanding Retail division. This role is ideal for an individual who thrives in guiding teams, fostering a positive atmosphere, and championing outstanding service delivery across multiple channels such as phone, email, and web chat. The position requires a presence in the office at least three days per week.

Key Responsibilities

• Lead and support a high-achieving Member Experience team within our Contact Centre.
• Provide continual coaching, constructive feedback, and growth opportunities to enhance team members’ confidence, skills, and knowledge about our products.
• Encourage and maintain excellent member service to uphold strong member satisfaction.
• Drive process improvements to optimize operations and customer interactions.

Candidate Profile

• Proven leadership in contact centre, customer service, or member service settings.
• Capable of mentoring and developing team members effectively.
• Thorough understanding of service protocols across phone, email, and web chat platforms.
• Experience in facilitating sales, lead generation, or needs-based discussions.
• Sound judgment concerning adherence to policies, risk management, and procedures.
• Strong organizational and problem-solving abilities with a positive outlook on continual enhancement.
• Dedicated to delivering outstanding experiences for both members and team individuals.

Work Environment and Values

We foster a culture where employees feel supported, trusted, and connected to meaningful work. At Police Bank, you will experience:

• Work that has direct, positive impact on members and community.
• Opportunities for your contributions to be recognized and valued.
• A culture that prioritizes outcomes over hierarchy.
• Flexible working arrangements that promote work-life balance.
• Professional growth paths with development and progression prospects.

Benefits and Perks

• Flexible and hybrid work options alongside generous parental leave and wellbeing-focused leave types.
• Access to employee assistance programs (EAP), wellness initiatives, and overall support for personal health.
• Competitive superannuation, salary packaging, novated leasing, exclusive employee discounts, and participation in a referral program.
• Support for continued education including study support, paid study leave, reimbursement for professional memberships, and access to e-learning platforms.
• Recognition programs celebrating achievements, birthdays, milestones, and volunteer leave opportunities within a supportive and purpose-driven environment.

Additional Information

This role requires a minimum of three days in-office working. The position is open exclusively to Australian and New Zealand citizens and permanent residents. Police Bank is committed to equal opportunity employment regardless of race, religion, gender identity or expression, sexual orientation, age, marital status, or disability status. Recruitment agencies should not apply.