Call Centre Team Leader

Job Type: Permanent - Full Time

Location: Perth

Job Category: CRC - Service

Be part of Beyond Bank a bank that is for and with you .

We are one of Australia's largest, 100% customer-owned mutual banks with a credit union heritage. With over 300,000 customers and over 40 branches across five states, we are working hard to be the best relationship bank for customers and communities in Australia. When you join Beyond Bank, you will work for a B Corp and be part of a friendly, inclusive, and supportive environment where you can continue progressing, no matter what stage of your career.

Our values of Customer Obsessed, Empowering Communities, Right things, right way, Shared Ambition, and Championing Sustainability are integral to all that we do and are the standards to which we hold ourselves.

Where And How You Can Work

This is a hybrid position giving you the flexibility to work from home and the office.

Job Description

The Role

The Service Team Leader is responsible for acquiring quality referrals and supporting business growth objectives with a focus on customer service and operational excellence. The role supports the Service Manager to effectively lead and manage the day-to-day operations of the CRC Service team. Advocating Beyond Bank’s core values, the Service Team leader delivers an exceptional customer experience that is aligned to the Customer Ownership strategy while delivering on key performance measures.

In the role you will

Lead, train, coach and motivate staff to achieve individual and team targets.
Manages and reports on team performance, setting performance objectives for the team.
Undertakes regular coaching sessions using performance dashboards with team members to drive performance outcomes.
In conjunction with the Workforce team, manage operational issues including but not limited to sick leave, short term leave, completion of e-learning, team meetings, and communication of corporate messaging.
Respond promptly to queries, requests and complaints, delivering consistent and reliable service. Seek regular feedback from customers to ensure you continue to satisfy needs and deliver exceptional customer service.
Drive achievement of targets at individual and group level through regular monitoring and coaching conversations.


Desired Skills And Experience

About you

We are looking for an experienced coach and mentor, adept at enhancing their teams knowledge and skills in various areas. You are highly adaptable and flexible, capable of responding to evolving business demands. With exceptional interpersonal and communication skills, you will excel in managing customer relationships, resolving conflicts and collaborating effectively within the team.

Proven ability to effectively coach & develop staff to increase their knowledge / skills on products, systems and customer experience.
Demonstrated ability to be adaptable & flexible to respond to changing business and environmental needs.
Strong customer relationship management skills - internal and external.
Strong time management skills.
Conflict resolution skills.
3-5 years experience in a similar role


See yourself in our team

You will be joining the Customer Relationship Centre, a group of dedicated professionals who work tirelessly to provide exceptional support to our customers. Whether you are working face-to-face, online, or over the phone, you will be committed to ensuring that our customers receive the best possible experience with our company.

Why work for Beyond Bank?

We welcome candidates that reflect the diversity of the communities in which we operate. We actively encourage Aboriginal and Torres Strait Islander peoples, people living with disability, LGBTQIA+ as well as culturally diverse community members to apply for our roles.

Beyond Bank is committed to creating an accessible recruitment process and employment experience. If you identify as a person living with disability and require adjustments to our online application, recruitment, selection and/or assessment process, or modifications for accessibility to our locations, please contact us at recruitment@beyondbank.com.au

And There’s Even More Benefits

Additional 3 paid work-life balance days to boost your annual leave
Paid community volunteer days to support many community charities across Australia
Access to employee discounts, health and wellbeing initiatives, employee and family assistance, plus more
A flexible, and diverse working environment
Career development opportunities, training and coaching


By joining Beyond Bank, you will have the opportunity to work alongside talented professionals who will support and encourage you to achieve your full potential. If you are passionate about people and want to make a difference, we would love to hear from you.

What does our recruitment process look like?

The process can include a phone screen, video interview, virtual or face-to-face interview, psychometric testing, and all relevant background checking. Some positions may require undergoing 4 weeks of mandatory full training.

Apply Now!

To find out more about Beyond Bank visit beyondbank.com.au or for more information contact recruitment@beyondbank.com.au

Applications close 4/0+/2024

As a certified B Corp we are using our business as a force for good.