Description

The Contact Centre Manager is accountable for managing the Contact Centre Teams to deliver all first point of contact for Apex’s superannuation and redundancy trust clients

Job specification

• Manage the Contact Centre teams to deliver quality superannuation interactions ensuring adherence to industry best practice to clients, within the service standards agreed and provision of timely and accurate advice to Clients

• Manage resource allocation to meet varying workloads and client needs with clear communication to employee of position requirements, objectives, priorities and expectations

• Oversee monitoring and evaluation of customer interactions, ensuring adherence to standard and Compliance with legislative and trust requirements

• Effectively build relationships and work with clients at all levels to translate their needs into a complete solution

• Review Quality reports for each employee to ensure quality and compliance standards are met. Agree on training plans and further actions and development required

• Establish and maintain good working relationships with clients and external service providers

• Participate in training programs, including technical reading, to increase knowledge to provide improved support to team members and for dealings with both customers and service providers

• Ensure Incident and Complaint resolution and activities are undertaken together with adequate controls in place

Skills Required:

• RG146 Superannuation qualifications

• Excellent knowledge of superannuation legislation and its impact on the business environment

• Previous experience in a similar role/ management experience

• Acurity systems knowledge and experience (preferable)

• Commitment to high standards of client service with balanced focus on priorities of the business

• Strong interpersonal and leadership skills with the ability to engage and motivate others, positively influence organisational culture and provide strong direction.

• Continual improvement mindset and a desire to strive and achieve optimal results.

• Well-developed PC skills eg. Word, Excel, Outlook with speed and accuracy

What you will get in return:

• A genuinely unique opportunity to be part of an expanding large global business;

• Competitive remuneration commensurate with skills and experience;

• Training and development opportunities

Additional information:

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please visit https://theapexgroup.com/csr-policy/