Who we are?

Police Bank is one of Australia’s fastest growing Mutual Banks. We are a progressive, purpose-driven financial institution, and we pride ourselves on offering a competitive range of financial products and services, all of which have been created with the needs of our members at front of mind.

The Opportunity

We’re looking for a Member Experience Team Leader to join our growing Retail team

This is a excellent opportunity for someone who enjoys leading people, creating a positive team culture and helping others deliver exceptional service. In this role, you’ll lead a team within our Contact Centre, supporting them to provide friendly, accurate and efficient service across phone, email and web chat channels. You’ll play an important role in coaching and developing the team, supporting strong member outcomes, improving processes and helping ensure our members feel supported every step of the way. NB - This role will require you to be in the office a minimum of 3 days a week.

What you’ll be doing

In this role, you’ll be responsible for leading and supporting a high-performing Member Experience team. You’ll provide regular coaching, feedback and development to help team members build confidence, capability and product knowledge.

What we are looking for

We’re looking for someone who is people-focused, supportive and confident in leading a team in a customer or member service environment. You’ll bring strong communication skills, a genuine interest in helping others succeed, and the ability to balance service, people leadership, performance and operational priorities.

Ideally, you’ll have:

- Experience leading a team in a contact centre, customer service or member services environment
- The ability to coach, mentor and develop others
- Robust understanding of customer service standards across phone, email and web chat
- Experience supporting sales, lead generation or needs-based conversations
- Good judgment when working with policies, procedures and risk requirements
- Strong organisational and problem-solving skills
- A positive,



practical approach to continuous improvement
- A genuine commitment to delivering a great experience for members and your team

Most importantly, you’ll be someone who leads with care, builds trust easily, and enjoys helping a team do their best work.

About Us

We know people do their best work when they feel supported, trusted, and connected to purpose.

At Police Bank, you’ll find:

- Meaningful work – what you do directly supports our members and community
- Real impact – your ideas and contributions won’t get lost in layers
- Trusted environment – we value outcomes over hierarchy
- Flexibility – we support balance in how you work
- Growth – opportunities to develop, stretch, and progress your career

What can we offer you?

? Work-Life Balance & Wellbeing

Enjoy flexible and hybrid working options, generous parental leave, and unique leave types that support your wellbeing and life circumstances. Access wellbeing programs, EAP support, and regular health initiatives.

? Rewards & Benefits

Benefit from competitive superannuation, salary packaging options, novated leasing, and exclusive access to financial services and employee discounts. Plus, earn through our referral program.

? Learning & Development

Grow your career with study support, paid study leave, professional membership reimbursement, and access to online learning resources.

? Recognition & Community

Be celebrated through awards, milestone recognition, birthday perks, and volunteer leave—while contributing to a supportive and purpose-driven workplace.

What happens next?

If you’re passionate about helping people achieve their property goals and want to be part of an organisation that puts members first, we’d love to hear from you. Apply now!

No recruitment agencies please. We've got this. Thank you!

Police Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status. This role is open to Australian and New Zealand Citizens and permanent residents only.

📌 Contact Centre Team Leader (Surry Hills)
🏢 Police Bank
📍 Surry Hills