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.

Job specification

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 skilled written communication skills across email and correspondence channels.
- Promote a culture of accountability, confidence, and continuous learning.

Knowledge Management, Training & Development

- Assist with the Develop, 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 w

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📌 Senior Client Services Administrator (Queensland)
🏢 Theapexgroup
📍 Queensland