Job Description

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.
n 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.

n

Responsibilities:

n

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

n

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

n

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

n

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

n

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

n

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

n





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

n

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

n

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

n

Requirements:

n

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

n

Proven experience leading, coaching or developing teams while balancing operational delivery and continuous improvement.

n

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

n

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

n

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

n

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

n

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

n

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

n

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

#J-18808-Ljbffr

📌 Client Service Team Leader (City of Gold Coast)
🏢 @
📍 City of Gold Coast