Team Manager - Contact Centre

Last updated one month ago
Location:Sydney
Job Type:Full Time

  • Exciting opportunity to play a pivotal role as Virgin Money delivers a new digital and mobile banking proposition

  • Ready to join a business that's passionate about doing things differently?

  • Newly create role – Sydney CBD location

About Us:

Part of the global family of great Virgin brands (and owned by the Bank of Queensland Group), Virgin Money is a financial services business that is passionate about helping Australians realise bigger possibilities through the delivery of beautifully simple and rewarding financial products, backed by Virgin’s legendary customer service. We reject the notion of complex financial services. Instead we aim for clarity and simplicity in everything we do.

The role:

Our aim is to build a market leading digital bank with our Contact Centre being the human point of contact for our Deposit account customers. In this position, you will play a pivotal role in building an efficient Contact Centre team that has the capability to take ownership of all enquiries received for our deposit product range and manage all mobile app technical support for our credit card customers.

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Your primary responsibility as Team Manager will be to enable and empower your team to deliver a true Virgin experience on every customer interaction.

Specifically you will:

  • Provide continual monitoring, coaching, upskilling and training to develop a multidisciplinary team that meets our customer demands in line with our KPI's and SLA's.
  • Be a leader that 'thinks outside the box' and sees the value in continuous improvement, someone who leads from the front and can work in a pressured environment with the ability to prioritise.
  • Identify and implement opportunities to enhance the customer service experience and optimise operational effectiveness
  • Manage and monitor agent adherences to schedules, productivity, maintain quality standards and provide technical guidance to resolve issues promptly
  • Develop and maintaining accurate reporting to management in accordance with business requirements

You will demonstrate:

  • Previous experience in a Team Leader/Manager role in a high-volume contact centre preferably in a digital and direct financial services environment
  • Strong demonstrated leadership skills and the ability to monitor, coach, develop and inspire a team to deliver extraordinary customer experiences
  • Proven experience in achieving customer focussed service KPIs as well as identifying areas for improvement
  • Ability to communicate effectively, convey information through different mediums articulately and professionally whilst remaining open-minded, agile and flexible in a dynamic environment.

About Us:

Part of the global family of great Virgin brands (and owned by the Bank of Queensland Group), Virgin Money is a financial services business that is passionate about helping Australians realise bigger possibilities through the delivery of beautifully simple and rewarding financial products, backed by Virgin’s legendary customer service. We reject the notion of complex financial services. Instead we aim for clarity and simplicity in everything we do.


How to apply?

Working for us is fun and fast-paced, and we need top talent to take us where we want to go. Virgin people are easy to spot. They're smart, energetic, full of ideas and passionate about what they do. If this sounds like you, and you're looking to join a brand on the forefront of financial services, we'd love to have a conversation.


To apply for this role, please follow the links.


Virgin Money is committed to diversity and an inclusive workforce. Aboriginal & Torres Strait Islander people are encouraged to apply.


If you are successful for a role with the Virgin Money, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.