Remote: Hybrid

Lead, coach and support a great team while staying connected to our customers.We're looking for an experienced and people-focused Contact Centre Team Leader to join The Mutual Bank.This is a hands-on leadership opportunity where you'll support the day-to-day operations of our Contact Centre, coach and develop Team Members, and help deliver a consistently great experience for our customers.Importantly, this isn't a role where you'll step completely away from the phones. You'll be expected to jump into the phone queues when required, supporting your team during busy periods and helping us maintain a great level of service to our customers.The role offers a hybrid working arrangement, with the flexibility to work between our Head Office located in East Maitland and home. Standard working hours are Monday to Friday, 8:45am to 5:15pm, with the requirement to work occasional Saturdays to support the team and our customers.What you'll be doingYou'll work closely with the Head of Retail Operations to:Lead, coach, motivate and support Team Members to grow their capabilityCoordinate the day-to-day operations of the Contact CentreMonitor workloads and support effective service deliveryHelp the team achieve its required outcomes and KPIsSupport a positive, collaborative and can-do team environmentMaintain strong knowledge across our products and servicesTake ownership of customer enquiries and complaints, resolving them in a prompt,



professional and caring wayEnsure the team operates within relevant policies and proceduresMaintain effective relationships across the Contact Centre and other areas of the businessStep into the phone queues and directly support customers when operationally required.About youYou'll be someone who enjoys bringing out the best in others but is equally comfortable rolling up your sleeves and getting involved when your team needs you.Ideally, you'll bring:Robust communication, coaching and interpersonal skillsAt least 2 years' experience in a call centre environmentThe ability to motivate and support a team in a busy service environmentStrong problem-solving skills and a genuine focus on member experienceKnowledge and understanding of the legislative and regulatory requirements applying to authorised deposit-taking institutionsExperience with Genesys Cloud would be an advantagePrevious Contact Centre Team Leader experience would also be highly regarded.Why join The Mutual Bank?At The Mutual Bank, our values of Integrity, Respect and Care guide how we work with our customers, our communities and each other.This role would suit someone who wants to build their leadership career while remaining close to the day-to-day customer experience. You'll have the opportunity to develop your team, contribute ideas and improvements, and play an active part in creating a Contact Centre where both our customers and our people can thrive.Please note, background checks will be conducted as part of the recruitment process.If you are not located in the Maitland or Newcastle areas, please address in your cover letter your intentions to relocate or otherwise be able to work from our East Maitland Head Office.

📌 Contact Centre Team Leader (East Maitland)
🏢 The Mutual Bank
📍 East Maitland