OnePath – Customer Service Manager – Wollongong recruitment
ANZ Wealth is a leader within the Australian wealth landscape providing a full range of financial products and services to help customers invest, grow and protect their wealth. With a range of specialist products across our brands such as OnePath, E*TRADE,
ANZ Private, Investment Lending, Advice and Trustees we offer our customers solutions to help them reach their financial and lifestyle goals.
ANZ Wealth is committed to providing our staff with a balanced lifestyle. This includes opportunities for career progression, a comprehensive well being program and a variety of other benefits including social club, salary packaging options, corporate casual dress, international career options and flexible working arrangements
An exciting opportunity has become available for a Customer Service Manager to join the OnePath team in Wollongong Contact Centre. The key responsibility of this role will be to manage a team of 10 to 14 customer service consultants for the evening shift, concluding at 8pm (Monday to Friday).
Your main responsibilities will include but are not limited to:
- Day to day management of the team's workflow and KPI's, ensuring service is provided and no to minimal carry over daily.
- Ensure high quality, consistent customer service is delivered to all customers.
- Achievement of individual KPI's and the provision of service to customers.
- Management of work volumes and allocate resources as appropriate.
- Assist in dealing with escalated complaints and take responsibility for specific complicated or sensitive cases.
- Quality monitoring of Team members disputes.
- Monitoring of complaints
- Ensure all team members have essential skills to perform duties.
- Contribute and participate within the team to ensure that it provides excellent delivery of customer service as well as team objectives.
- Share knowledge and information with colleagues.
- Provide ad hoc recognition of strong performance and ensure these events are incorporated into performance feedback.
- Liaise with Trainers to develop and/or arrange appropriate training for team members
- Act as a senior reference point for team members and be available to answer their queries
- Ensure all legislative, regulatory and product requirements and changes are effectively communicated to the team.
- Be vigilant in effectively identifying incidents, breaches or losses and report to the National Customer Service Manager
- Assist National Customer Service Manager in ensuring risk, both financial and reputation are reported through formal incident reporting.
The successful applicant will have a strongly match the following criteria:
- Professional communication style
- Proven people management experience within a contact centre environment (essential).
- Have availability to work evening shift (Monday to Friday)
- Ability to manage with minimal supervision.
- Understanding of superannuation/pension/trust legislation as well as product and industry trends (preferred but not essential)