Team Leader Member Services

Job Description

Take hold of a monster opportunity and join Australian Retirement Trust as our Team Leader - Member Services, where you'll lead and inspire a team to deliver outstanding member interactions. You'll coach performance, drive service excellence, and play a key role in shaping a proactive, high‐performing culture across a fast‐paced, multi‐channel environment.

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We're all about helping our members make the most of their money. As a Team Leader – Member Services, you'll guide, coach and support a team of Member Solutions Consultants to consistently deliver exceptional service outcomes across voice, digital and emerging channels.

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This role is a permanent opportunity and is based in Brisbane or Melbourne.

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Day to Day Responsibilities

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• Lead, coach and develop a team to deliver high‐quality member service outcomes.
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• Drive performance through real‐time metrics, quality frameworks and coaching.
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• Support and guide your team in delivering compliant general advice.
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• Manage escalations and resolve complex member enquiries.
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• Build a positive, engaged team culture focused on service excellence.
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• Collaborate with stakeholders to improve processes and service delivery.
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• Identify and implement continuous improvement initiatives.
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• Ensure adherence to risk, compliance and regulatory frameworks.
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• Contribute to workforce capability planning and team development.
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Qualifications

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• Proven experience leading teams in a high‐volume customer service environment.
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• Background includes coaching and developing employees to improve performance.
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• RG146 compliance or ability to obtain it.
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• Confidence managing competing priorities and driving team outcomes.
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• Experience supporting or delivering general advice in a regulated environment.
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• Ability to analyse performance data to implement effective action plans.
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• Strong knowledge of risk and compliance frameworks.
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• Adaptability and ability to thrive in fast‐paced, changing environments.
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Benefits

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• 14% super as standard.
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• Excellent training and development opportunities.
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• Work‐life balance with in‐person days at purpose‐built hubs and the ability to work from home.
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• Office amenities: end of trip facilities, yoga and multi‐faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.
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Equal Opportunity Statement

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Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities.