Job Description

Team Leader - Member and Adviser Help Centre

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Join to apply for the Team Leader - Member and Adviser Help Centre role at Aware Super.

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Your SUPER career starts here. As one of Australia's largest profit-for-members superannuation funds, we always remember whose money it is and whose future we're looking after. We work to reimagine a new way forward for our 1.1 million members and their communities. Each other. And our world.

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Sound good? Learn more about us and what we do at awaresuper.com.au.

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Your New Role

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The Team Leader role is responsible for building and leading a high performing member-focused team to deliver a 'Members First' experience to Aware Super members. This role is responsible for leading, coaching and mentoring a team of Service Consultants to exceed individual and team targets across inbound/outbound, voice enquiries, written (including social media and live chat), along with and face to face member enquiries. As a Team Leader, you will also be responsible for:

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- Lead a team of Service Consultants to deliver a 'Members First' experience;
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- Drive and foster a strong service culture to ensure the Service Centre delivers, through all interactions, an experience aligned to our brand values and promise;
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- Ensure service and advice is provided to members and employers within regulatory guidelines and compliance with all relevant legislation and business policies.
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- Develop and coach a high performing team, that delivers expected service performance.



Work closely with other Team Leaders and across the value stream to improve First Contact Resolution and overall member satisfaction.
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This is a 12 month full time opportunity, based in Melbourne CBD.

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How do you exceed our expectations?

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- The idea of being part of our growth is exciting and you want to play a pivotal role in making super simple;
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- Strong leadership experience and skills in a contact centre, with expertise in developing and leading high performing, engaged teams (preferably in a financial services workplace);
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- High level of skill and experience in coaching and mentoring others;
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- Extensive superannuation/financial services industry knowledge including relevant legislation;
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- Strong interpersonal skills including effective stakeholder management and the ability to communicate across a broad and varied audience;
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- Experience in leading and influencing change;
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- Excellent written and verbal communication skills and experience delivering presentations; and
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- You are balanced in accepting risk in any decision you face. You are curious to understand risk context and choose to speak up as we simplify, learn and grow.
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Employee Experience We understand that not everyone works in the same ways.



We value flexibility and know that it helps you manage work and life.

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Why you'll love working at Aware Super:

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- Have a super impact: You'll think big and care deeply to help more Australians live their best lives in retirement.
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- Be part of something super unique: You'll work to reshape super and retirement. We'll invest in your growth and give you the opportunity to work on career-defining projects.
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- Work with super humans: You'll work hard and innovate, but also have some fun along the way.
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- Feel super cared for: We'll support your wellbeing today, as well as in the future. Enjoy a health & fitness reimbursement, work from home technology reimbursement, salary continuance insurance and organisation-wide meeting free zones.
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The Aware Super difference

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At Aware Super, we believe that diversity of thought, background and experience creates better outcomes for our members and communities and a stronger sense of belonging for our people. We value a diverse workplace and strongly encourage women, Aboriginal & Torres Strait Islander people, people with cultural and linguistic diversity, LGBTQIA+ individuals, people with disabilities, and mature-age individuals to apply. We are proud to be consistently recognised as an Employer of Choice for Gender Equality and our CEO, Deanne Stewart, is a Pay Equity Ambassador.

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Seniority level

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- Mid-Senior level
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Employment type

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- Full-time
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Job function

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- Customer Service and Finance
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Industries

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- Banking and Financial Services
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📌 Team Leader - Member and Adviser Help Centre (Victoria)
🏢 Aware Super
📍 Victoria