Service Lead

About us

Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community.

As a social enterprise, we’re motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.

For us, Real Wellbeing encompasses the whole experience of life. It’s about feeling supported in your health, connected with your community and empowered to live life on your terms.

Your New Role Looks Like This:

As a Service Lead you will lead the service of Life & Super Contact centers for the Wealth & Capital Market (W&CM) platform. You will be responsible for the daily oversight of the contact centers functions whilst partnering with management to ensure exceptional outcomes are delivered daily to W&CM customers. You will drive continuous improvement, deliver customer and adviser outcomes that are right first time and delivered with customer focused excellence.

Key Responsibilities Include:

• Oversee, lead and mentor a team of 10 FTE in the daily service of Life & Super Client and Adviser Contact centres
• Lead and motivate the team to drive execution against agreed targets and objectives and ensure that SLA’s /KPIs are reliably achieved
• Maintain accurate resource planning and forecasting capabilities for teams
• Partner with Operations Lead and Senior Manager Service to ensure consistency and efficiency structures are implemented that deliver on an exceptional experience, support, and services to our clients
• Contribute to and lead the implementation of improved services and practices frameworks to continuously enhance our service and various stages of the customer service process
• Evaluate performance by conducting monthly quality monitoring revieing of calls and analysing and interpreting call statistics
• Using Customer insights, identify areas of system/process downfall and pursue investigation, correction, and productivity improvement
• Partner with Senior Manager Service and project managers to provide thought leadership and help implement the strategic vision for Service
• Role model the aspired Leadership behaviors to source, lead, develop and retain high quality team members aligned to the Australian Unity culture
• Partner and collaborate across functions to deliver on key strategic initiatives and drive customer obsession

About You:

• At least 3 plus years’ experience in leading contact center teams with financial service experience
• Proven experience in team leadership and people management.
• Experience in employee development and performance conversations.
• Proven experience in driving outcomes and customer driven strategies in a complex and changing environment
• Extremely strong customer service skills with experience in complaint and incident management
• Experience in Forecasting and workforce planning
• Exceptional interpersonal, influencing and relationship management skills

What’s on Offer:

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary + bonus program
• Enjoy additional yearly Well-Being and Community leave days
• 14-week paid parental leave, with equal benefit for both parents PLUS our Bump to Baby
• Employee Referral Program
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: https://www.australianunity.com.au/careers/culture

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.