Team Leader Member Services

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Team Leader – Member Services, you’ll guide, coach and support a team of Member Solutions Consultants to consistently deliver exceptional service outcomes across voice, digital and emerging channels.

You’ll bring energy and direction to your team, translating strategy into action while fostering a positive, high-performance culture. By leveraging your leadership experience, you’ll enhance member experiences, manage performance, and drive continuous improvement initiatives. You’ll also play a key role in supporting the delivery of compliant General Advice and ensuring your team meets quality and operational standards.

Working closely with internal stakeholders across workforce planning, quality, compliance and enablement, you’ll contribute to business-wide improvements and ensure alignment with strategy. You’ll also manage escalations, resolve complex issues, and identify opportunities to enhance both member and team outcomes.

This role is a permanent opportunity and is based in Brisbane or Melbourne.

Day to day, you'll:

• Lead, coach and develop a team to deliver high-quality member service outcomes.
• Drive performance through real-time metrics, quality frameworks and coaching.
• Support and guide your team in delivering compliant general advice.
• Manage escalations and resolve complex member enquiries.
• Build a positive, engaged team culture focused on service excellence.
• Collaborate with stakeholders to improve processes and service delivery.
• Identify and implement continuous improvement initiatives.
• Ensure adherence to risk, compliance and regulatory frameworks.
• Contribute to workforce capability planning and team development.

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You have proven experience leading teams in a high-volume customer service environment.
• Your background includes coaching and developing employees to improve performance.
• You'll bring RG146 compliance or the ability to obtain it.
• You're confident managing competing priorities and driving team outcomes.
• You have experience supporting or delivering general advice in a regulated environment.
• Your ability to analyse performance data helps you implement effective action plans.
• You'll demonstrate strong knowledge of risk and compliance frameworks.
• You're adaptable and thrive in fast-paced, changing environments.