Senior Client Services Administrator

Senior Client Services Administrator

Location : Brisbane, Melbourne, or Sydney

Description The role acts as a Subject Matter Expert (SME) across superannuation products, fund rules, member servicing processes, and contact centre operations. Working closely with the Team Leader, the Senior Contact Centre Administrator provides coaching, quality assurance, technical guidance, training, and escalation support to ensure the team consistently delivers high-quality service, compliance outcomes, and positive member experiences.

Key responsibilities include quality monitoring and feedback, capability development, knowledge management, soft skills coaching, handling complex enquiries and complaints, and acting as a trusted reference point for team members.

Team Leadership Support & Capability Development

• Act as the primary support to the Team Leader in the day-to-day management of the team.
• Provide leadership support during periods of Team Leader absence or increased operational demand.
• Assist in driving team engagement, performance, productivity, and service excellence.
• Serve as a key point of contact for team members requiring guidance on processes, fund rules, technical enquiries, and member service scenarios.
• Identify development opportunities across the team and work with the Team Leader to implement targeted coaching plans.
• Support onboarding activities and assist new employees in achieving competency requirements.
• Contribute to workforce readiness through knowledge sharing, mentoring, and regular team support activities.

Quality Assurance & Performance Coaching

• Conduct regular quality assurance reviews of member interactions across phone, email, and written correspondence.
• Deliver constructive and timely feedback to team members that supports continuous improvement.
• Prepare and maintain quality assurance reporting, trend analysis, and insights for management.
• Identify recurring performance, compliance, or service issues and recommend improvement initiatives.
• Facilitate quality calibration activities to ensure consistency of assessment standards.
• Monitor adherence to service standards, member outcomes, compliance requirements, and quality expectations.
• Partner with the Team Leader to develop and implement individual coaching plans.
• Track coaching effectiveness and support improvement in quality, productivity, and member experience outcomes.

Soft Skills Coaching

• Provide ongoing coaching and support to improve communication, empathy, active listening, member engagement, and call control techniques.
• Coach team members on effective objection handling, difficult conversations, and de-escalation techniques.
• Reinforce customer-centric behaviours and service excellence standards.
• Support the development of professional written communication skills across email and correspondence channels.
• Promote a culture of accountability, confidence, and continuous learning.

Knowledge Management, Training & Development

• Assist with the development, maintenance, and continuous improvement of Contact Centre reference materials, work instructions, process documentation, and knowledge articles.
• Ensure procedural documentation remains accurate, compliant, and aligned with current fund rules and legislative requirements.
• Support training sessions on systems, products, processes, compliance obligations, and member servicing requirements.
• Conduct refresher and uplift training based on quality assurance findings, legislative changes, and operational trends.
• Assist the Team Leader in maintaining competency frameworks and training plans.
• Monitor team knowledge gaps and recommend targeted learning interventions.
• Support change implementation through the delivery of communication, training, and knowledge transfer activities.

Escalations & Subject Matter Expertise

• Act as an escalation point for complex member, employer, adviser, and operational enquiries.
• Investigate and resolve complex member cases, complaints, and service issues in accordance with Fund and legislative requirements.
• Support agents in complaint investigations and enable responses in accordance with the Apex Complaint Management Framework.
• Liaise with internal stakeholders to achieve timely resolution of escalated matters.
• Identify systemic issues and recommend process improvements to reduce repeat escalations.
• Maintain expertise across relevant products, systems, regulatory requirements, and operational processes.

Customer Service

• Deliver high-quality inbound and outbound member, employer, and adviser support.
• Meet agreed service standards relating to quality, productivity, turnaround times, and first-contact resolution.
• Take ownership of member enquiries and proactively manage cases through to completion.
• Ensure complaints and member concerns are handled professionally and in line with Fund Rules and regulatory obligations.
• Support the achievement of team service level targets and member experience objectives.
• Maintain a strong understanding of fund products, services, and regulatory requirements.

Administration Services

• Process designated administration transactions accurately and within agreed service standards.
• Assist with workflow management and priority allocation where required.
• Support continuous improvement initiatives aimed at efficiency, quality, and risk reduction.

Continuous Improvement

• Identify opportunities to improve team performance, operational efficiency, service delivery, and member outcomes.
• Contribute to process improvement initiatives and implementation activities.
• Analyse quality assurance findings, call trends, and member feedback to drive improvements.
• Promote a culture of continuous learning and knowledge sharing.

Skills Required:

• RG146 qualified
• Strong knowledge of superannuation, insurance, and associated legislation.
• Demonstrated experience within a contact centre or administration environment.
• Experience conducting coaching, training, mentoring, or quality assurance activities.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to influence and support peers without direct people management responsibility.
• Advanced stakeholder management and customer service skills.
• Strong organisational and time management capability.
• Previous experience acting as an SME, quality coach, trainer, or senior team member desirable
• Experience preparing quality assurance reporting and performance insights.
• Knowledge of complaint handling frameworks and dispute resolution processes.
• Experience supporting workforce capability development and onboarding programs.

What you will get in return:

• A genuinely unique opportunity to be part of an expanding large global business;
• Competitive remuneration commensurate with skills and experience;
• Training and development opportunities

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet. For more information on our commitment to Corporate Social Responsibility (CSR) please https://www.apexgroup.com/corporate-social-responsibility/.

About Apex Group We are dedicated to driving positive change in financial services while fuelling the growth and ambitions of asset managers, allocators, financial institutions, and family offices. Established in Bermuda in 2003, the Group has continually disrupted the asset serving industry through our investment in innovation and talent. Today, we set the pace in asset servicing and stand out for our unique single-source solution and unified cross asset-class platform which supports the entire value chain, harnesses leading innovative technology, and benefits from cross-jurisdictional expertise delivered by a long-standing management team and over 13,000 highly integrated professionals. We’re a people-powered business, and our people are full of ambition. Together, we’re inspired to lead the new era of data and tech enabled service. Bringing new products and services to market. Sharpening our client focus. Disrupting the market to exceed expectations. Innovating across a range of specialisms. With our focus on making a difference to our people, our planet and our society, you’ll experience more here than you would at most other companies. Prepare to accelerate. We’re a people-powered business with a vision to inspire a new era of service-led FinTech. We’re expanding globally and offering more to our clients. This means you get more opportunities to grow with us. So prepare to accelerate. We’ll make sure the time and effort you put in takes you further, faster. Positive change starts with you. We’re a people-powered business with a vision to inspire a new era of service-led FinTech. We’re expanding globally and offering more to our clients. This means you get more opportunities to grow with us. So prepare to accelerate. We’ll make sure the time and effort you put in takes you further, faster. The journey is yours to own. When you stretch yourself, you grow. We want you to explore ways of working that will see you thrive as part of something bigger. We’ll help you with a solid structure, challenging projects, vibrant networks, supportive colleagues and approachable leaders. All the things you need to own your unique journey.

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