Take hold of a monster opportunity and join Australian Retirement Trust as our Team Leader - Member Services, where you’ll lead and inspire a team to deliver outstanding member interactions. You’ll coach performance, drive service excellence, and play a key role in shaping a proactive, high‑performing culture across a fast‑paced, multi‑channel workplace.

We’re all about helping our members make the most of their money. As a Team Leader – Member Services, you’ll guide, coach and support a team of Member Solutions Consultants to consistently deliver exceptional service outcomes across voice, digital and emerging channels.

This role is a permanent opportunity and is based in Brisbane or Melbourne.

Day to Day Responsibilities

- Lead, coach and develop a team to deliver high‑quality member service outcomes.
- Drive performance through real‑time metrics, quality frameworks and coaching.
- Support and guide your team in delivering compliant general advice.
- Manage escalations and resolve complex member enquiries.
- Build a positive, engaged team culture focused on service excellence.
- Collaborate with stakeholders to improve processes and service delivery.
- Identify and implement continuous improvement initiatives.
- Ensure adherence to risk, compliance and regulatory frameworks.




- Contribute to workforce capability planning and team development.

Qualifications

- Proven experience leading teams in a high‑volume customer service environment.
- Background includes coaching and developing employees to improve performance.
- RG146 compliance or ability to obtain it.
- Confidence managing competing priorities and driving team outcomes.
- Experience supporting or delivering general advice in a regulated environment.
- Ability to analyse performance data to implement effective action plans.
- Strong knowledge of risk and compliance frameworks.
- Adaptability and ability to thrive in fast‑paced, changing environments.

Benefits

- 14% super as standard.
- Excellent training and development opportunities.
- Work‑life balance with in‑person days at purpose‑built hubs and the ability to work from home.
- Office amenities: end of trip facilities, yoga and multi‑faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and team-oriented team spaces.

Equal Opportunity Statement

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities.

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📌 Team Leader Member Services (Brisbane City)
🏢 Australian Retirement Trust
📍 Brisbane City