Member Delivery Leader

Job Details
Full-time4 hours ago
  • Paid volunteer leave
  • Work from home
Full Job Description
People’s Choice is one of Australia’s largest and most successful credit unions. We’re a genuine, member-owned alternative to the major banks. People’s Choice empowers members with the right knowledge, tools and confidence to be financially fit and achieve their dreams. We’re not as ‘big’ as the big banks, but we still win the same awards. Canstar, Money, Mozo…all for our outstanding products and service.

About the position

We are on the hunt for a leader who can drive one of our Service and Sales Teams in our National Contact Centre to success. In this role you will help our Member Service & Sales Consultants fulfill their goals by delivering personalised outcomes for our members. You will also focus on delivering ongoing improvements to our operational efficiency with a persistent focus on improving service levels for our members.

Key responsibilities include:
Provide leadership that drives a culture aligned to our organisational purpose and strategy, supporting, and maintaining a persistent focus on the member.

Monitor individual staff and team performance against a balanced scorecard.

Identify staff for additional coaching and/or formal performance management.

Monitoring staff call statistics and identification of improvements needed for call handling times, error rates, after call work, etc.

Create a culture that reflects service excellence and member experience, integrating feedback / coaching and training into staff one on one sessions.

Mentor, coach and develop people, making the member the focus of all interactions.

About you

To be successful in the role you will have:
Proven leadership ability that drives a culture aligned to organisational purpose and strategy.

Proven ability to positively manage change to achieve operational outcomes.

Proven ability to deliver member first outcomes to achieve team targets / budgets.

Demonstrated experience in leading and managing staff and financial resources to deliver member focussed services within appropriate governance structures.

Ability to lead and motivate team members to drive activity that supports organisational outcomes.

Be a role model for the values of the credit union.

Demonstrated personal energy and a passion for achievement and excellence.

Proven ability in mentoring, coaching, and developing people to achieve desired outcomes.

You will also be required to work shifts within the full span of hours of the National Contact Centre, which are 8:00am – 8:00pm Monday to Friday and 8:30am – 4:30pm Saturday. This will consist of one late shift (after 6pm finish) per fortnight and one Saturday shift every eight weeks.

Why choose People’s Choice

Be part of an inclusive, friendly, professional and motivated team, where people work better together to achieve and grow. We value and celebrate diversity of thought through our inclusive culture and with our people at the heart of our success, we’ll support your career goals, whilst also guaranteeing supportive and dynamic working conditions.

The perks:
Work from anywhere philosophy

Career progression opportunities

Ongoing training, coaching and support

Employee banking benefits and discounted insurances

Carbon neutral certified!

Paid volunteering days to join our good squad

Salary sacrificing options

Employee Assistance Program

Corporate Health Cover, discounted car parking and other corporate discounts

Make a great choice and start your career with an organisation who is working with its members for a better future. Click ‘Apply’ now and submit your application, including a cover letter and current resume by the 19 th August 2022.

Find out more about working at People’s Choice here .

Our people are at the centre of everything we do, and your health and safety is our number one priority. People’s Choice requires new employees to have an up-to-date vaccination status against COVID-19 unless you have a medical exemption which prevents you from receiving the vaccine. You will be required to provide satisfactory evidence of your vaccination status during the recruitment process.

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