About Us

Australian Ethical is one of Australia’s fastest-growing super fund and ethical investment managers. We are ASX-listed with over $13.5 billion in funds under management and offer a selection of award-winning managed funds and superannuation products.

Our purpose is to invest for a better world, and we have been pioneers in this space for almost 40 years. For us, investing has two aims – generating solid financial returns and a positive impact for people, planet, and animals. At Australian Ethical, we prove that money can be a force for good. We do this by staying true to our purpose, which is embedded throughout our organisation and drives our everyday activities as a business, investor, brand, employer, and corporate citizen. We’re a registered B Corp and fully committed to an inclusive, equitable and forward-thinking workplace culture.

Your New Role

As a Team Lead within the Client Services Team, you will confidently lead a team of Client Service Officers to successfully deliver on key performance metrics. You will support the team to provide accurate and expert technical information to our members, investors, advisers, and employers to help them achieve their required outcomes.

Key Responsibilities Include:

Actively managing and supporting the team to efficiently service customer interactions to ensure all enquires are responded to in a timely, accurate, and professional manner
Driving operational excellence within the team to achieve key performance metrics
Effective real-time monitoring, workforce planning, and forecasting
Championing the Voice of the Customer and be a continuous improvement advocate
Regular contact centre reporting and management reporting
Managing escalations and complaints ensuring compliance with relevant legislation. Providing guidance and support to team members with complex requests
Drive effective quality monitoring, ensuring a robust framework, providing root cause analysis and reporting
Liaise with outsourced administration providers to ensure their service levels are consistently being met
Recruitment, induction, training, and upskilling of team members
Team management including coaching, delivering feedback, 1:1’s, performance reviews, performance management
Maintain accurate and up-to-date processes, procedures and knowledge management materials
Own, support and deliver projects as required

What we’re looking for:

You thrive in a fast-paced environment where you can quickly build rapport and trust in leading a team of talented customer service professionals providing service to members over the phone and through digital communications. You’re proactive and passionate when it comes to improving customer experience, and actively seek opportunities to create efficiencies and keeping your own technical knowledge up to date.

If you have the following, we’d love to hear from you:

1+ years’ leadership experience in a contact centre environment in financial services, preferably superannuation
Proven track record leading a team through operational excellence to successfully deliver on key metrics in a contact centre environment
Experience in people leadership, including responsibility for recruitment, onboarding, training, upskilling, coaching, feedback, 1:1s, performance reviews, performance management and rostering.
Demonstrated knowledge of tax, retirement, superannuation and investment related strategies, legislation and compliance requirements
Relevant qualifications, including RG146 will be highly regarded
Alignment with and demonstration of organisational values – Authenticity, Action, Connection, Curiosity and Empathy

What’s in it for you
• A competitive salary, including short-term and long-term incentives including access to an Employee Share Plan
• Hybrid work arrangements
• Wellbeing program that includes an extra 4 days of leave per year
• Purpose aligned volunteer days
• 20 days paid annual leave with an additional 3 paid days of annual leave over the Christmas period

Want to know more about what it's like to work at Australian Ethical? Check out our LinkedIn Life Page here: https://www.linkedin.com/company/australian-ethical-investment/life/ or our Careers and Culture page here: https://www.australianethical.com.au/work-with-us/

At Australian Ethical we embrace diversity in our people and thinking. We are committed to being an equal opportunities employer and never discriminate on the basis of race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

Join the Team
If this role interests you and you'd love to join the Australian Ethical team, apply here. We look forward to hearing from you!

Please note
Only short-listed candidates will be contacted. Applications or approaches via recruitment agencies will not be accepted for this position. Background checks will be conducted for the successful candidate, as per our regulatory requirements as a financial services organisation

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