Bank Australia Limited's logo

Team Leader - General Enquiries - Bendigo

Bank Australia Limited

Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement creating a fairer and more just world.

We’re growing fast as more people choose to align their banking with their values. We’re a customer owned, B Corp certified bank. We empower our staff and 180,000+ customers to be part of the clean money movement.

We currently have the opportunity for a permanent, full time Team Leader – General Enquiries to join our Contact Centre in Bendigo. The Team Leader – General Enquiries is accountable for the successful management of their assigned team of General Enquiries Consultants to deliver an outstanding customer experience in alignment with the Banks core values and purpose.

Why join us

  • We have big plans to become Australia’s most trusted bank and a leading purpose-driven business.
  • As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, putting purpose over profit.
  • Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
  • We offer flexible working options and competitive salary and benefits, including 12% super, paid parental, volunteer, family violence leave and opportunity for bonus annual leave.
  • We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
  • We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
  • We are the first bank in the world to own its own Conservation Reserve – which we use to protect threatened species and involve staff in conservation.

What you will be doing

  • Ensure that the team meets customer needs / service levels and achieves sales and referral targets
  • Ensure all enquiries and transactions are actioned in accordance with policies and guidelines and service standards are achieved
  • Work on projects and actively seek process improvement contributing to better customer service and operational efficiency
  • Monitor channel (call and digital) volumes, assess levels and staff workloads
  • Keep teams fully informed on matters which effect the delivery of services
  • Co-ordinate and implement staff training in consultation with peers
  • Establish and manage performance objectives for individuals and the team
  • Complete staff appraisals in accordance with Bank Australia procedures and make recommendations regarding annual salary reviews
  • Provide timely, accurate and appropriate performance reporting
  • Act in the absence of other department Team Leaders.

What you will bring

  • High level of experience and subject matter expertise in one or more Contact Centre functions
  • Knowledge of Bank Australia products and services
  • Experience leading and motivating a team, in particular to deliver an exceptional customer experience
  • Excellent communication, interpersonal and organisational skills
  • Ability to effectively determine priorities and allocate work under high workloads
  • Ability to manage conflict satisfactorily and to solve problems
  • Ability to investigate and follow up queries
  • Outstanding customer service focus and delivery
  • High level of competence with Microsoft products
  • Demonstrated ability to complete projects and conduct training programs
  • Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.

How to apply

This job ad has now expired, and applications are no longer being accepted.
Bank Australia Limited's logo

Email me more jobs like this.

Daily