Senior Business and Investor Services Support AssociateLocation: Sydney, AustraliaRole PurposeThe role is a senior operational and technical resource within the Contact Centre, responsible for delivering exceptional member and employer experiences while supporting the manager in the day‐to‐day leadership and development of the team.Working closely with the manager, this role 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.Key ResponsibilitiesEffectively manage inbound and outbound calls for various clientsProvide outstanding verbal and written customer serviceBe the first contact point for investors, financial advisors, and clientsRespond to queries by both phone and email in a timely and efficient mannerProactively monitor queues and ensure SLAs are met dailyAssist in driving team engagement, performance, productivity, and service excellenceServe as a key point of contact for team members requiring guidance on processes, technical enquiries, and member service scenariosProvide leadership support during periods of manager absence or increased operational demandConduct regular quality assurance reviews of member interactions across phone, email,



and written correspondenceDeliver constructive and timely feedback to team members that supports continuous improvementPrepare and maintain quality assurance reporting, trend analysis, and insights for managementMonitor adherence to service standards, member outcomes, compliance requirements, and quality expectationsProvide ongoing coaching and support to improve communication, empathy, active listening, member engagement, and call control techniquesCoach team members on effective objection handling, difficult conversations, and de‐escalation techniquesReinforce customer‐centric behaviours and service excellence standardsSupport the development of professional written communication skills across email and correspondence channelsPromote a culture of accountability, confidence, and continuous learningOrganise and maintain the mailroom and all suppliesCollect, receive, sort and distribute mail to proper recipients or departmentsPreparation and execution of mailouts, including franking of envelopesOther ad hoc administrative duties, as requiredSkills RequiredDemonstrated experience (at least 2 years) within a contact centre or administration environmentExperience conducting coaching, training, mentoring,



or quality assurance activitiesStrong analytical and problem‐solving skillsExcellent verbal and written communication skillsAdvanced stakeholder management and customer service skillsStrong organisational and time‐management capabilityKnowledge of complaint handling frameworks and dispute resolution processesWhat you will get in returnA genuinely unique opportunity to be part of an expanding large global businessCompetitive remuneration commensurate with skills and experienceTraining and development opportunitiesAdditional informationWe are an equal prospect employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio‐economic, responsibilities for dependants, physical or mental disability.
Any hiring decision are made on the basis of skills, qualifications and experiences.We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.For more information on our commitment to Corporate Social Responsibility (CSR) pleasePersonal data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidential.
Such personal data can be accessed by different Apex stakeholders within and out of country for the consideration of the job application hereunder.
Application made by the job applicant(s) constitutes the irrevocable consent of the job applicant for her/his personal data to be used by Apex stakeholders within or outside country for the purpose of this recruitment.
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📌 Senior Business And Investor Services Support Associate (Contact Centre) (Sydney)
🏢 Apex Group
📍 Sydney