Job Description

About HUB24

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At HUB24, we're rethinking the way wealth management works, combining platform, technology and data to create better outcomes for financial professionals and their clients.

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Our purpose is simple: Empower better financial futures, together.

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What sets us apart is how we work. We back bold thinking, move with pace, and turn ideas into action. You'll have the opportunity to make a real impact across your team, the business, and for the clients we support every day.

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HUB24 Limited is an ASX-listed company (ASX: HUB) and part of the ASX100. We have over 1,100 employees across Australia, with offices in Sydney, Melbourne, Brisbane, Perth and the Gold Coast.

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Why you'll enjoy working here

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We create an environment where you can do your best work and see the impact of it.

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- Work with smart, collaborative people who get things done.

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- Your ideas won't sit in a backlog, they'll be heard, tested and actioned.

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- Grow your career your way, with support to learn, stretch and explore new opportunities.

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We also offer benefits to support you inside and outside of work:

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- Genuinely flexible and hybrid ways of working.

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- Employee Share Scheme.

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- Additional leave and wellbeing support.

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- Enhanced parental leave and support through different life stages.

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- Everyday benefits, including discounts and financial wellbeing support.

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Why this is an exciting opportunity

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The Client Services Team Leader is responsible for delivering consistent, high‐quality client service outcomes by leading, coaching and developing a team of Client Services Officers. The role plays a critical part in ensuring service excellence across all client contact channels while acting as a subject‐matter expert across HUB24 products, processes and systems.

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The Team Leader drives a strong service culture, ensures adherence to service levels and compliance obligations,



and partners closely with internal stakeholders to deliver a seamless adviser and investor experience.

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What You'll Be Doing

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- Lead, coach and develop a high‐performing Client Services team, fostering a culture of service excellence aligned to HUB24 values.

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- Manage team performance through regular 1:1s, feedback, coaching and targeted capability uplift, including recruitment and onboarding where required.

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- Oversee day‐to‐day service delivery, allocating workflow to ensure service standards, quality and turnaround times are consistently met across all channels.

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- Act as an escalation point for complex, urgent or sensitive client and adviser matters, including key and high‐net‐worth arrangements.

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- Drive quality, coaching and continuous improvement initiatives through call monitoring, quality reviews and Voice of Customer insights.

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- Identify service risks, trends and improvement opportunities, implementing solutions to enhance efficiency and client experience.

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- Build strong relationships with internal stakeholders including Product, Sales, Compliance, Risk, IT and Strategy, providing transparent insights and performance reporting.

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- Ensure adherence to governance, compliance and regulatory obligations, supporting audits, risk reviews and documentation standards.

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- Partner with key dealer groups through training, advisory support and participation in sales activities as required.

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What You Bring

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You don't need to tick every box,



but experience in the below will set you up for success.

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Experience & Skills

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- 5+ years' experience in financial services, ideally within platforms, client services or contact centre environments.

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- Proven experience leading, coaching or developing teams while balancing operational delivery and continuous improvement (2 years minimum).

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- Strong understanding of domestic financial products, including investment platforms, superannuation, managed accounts and administration processes.

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- Demonstrated ability to manage operational performance, service levels and quality frameworks.

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- Excellent stakeholder management, communication (written and verbal) and problem‐solving skills.

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- Ability to influence, negotiate and present clearly and persuasively to achieve positive outcomes.

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- A client‐first mindset with a strong focus on service excellence and commercial outcomes.

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- Calm, resilient and considered under pressure, with the agility to adapt in a fast‐moving environment.

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- A positive, growth‐oriented mindset with a strong commitment to continuous improvement.

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Our process

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- You'll receive an acknowledgement after applying.

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- Our Talent team will review your application and keep you updated.

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- If shortlisted, we'll connect to learn more about you.

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- Interviews may be virtual or in person.

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- You'll receive an outcome and feedback.

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If you need any adjustments, please let us know - we're here to support you.

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Our commitment

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We're committed to building an inclusive environment where everyone feels valued and supported to do your best work. We welcome applications from people of all backgrounds, identities and experiences.

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Agencies, we work with a panel of preferred suppliers and are not accepting any unsolicited CVs.

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📌 Client Services Team Leader (Gold Coast)
🏢 HUB24
📍 Gold Coast