A role you’ll love, with the sweet perks you crave.
At Police Credit Union you don’t just work with us, you learn with us and grow with us.
About the role
We are seeking an experienced and passionate people leader who loves leading a team in a Contact Centre environment to create a customer experience that is second to none.
As a full time Manager Customer Contact, you will be exceptionally motivated, positive, resilient and driven to succeed. You will be an integral leader of the Banking, Insurance and Direct Lending teams in our Contact Centre located in the Adelaide Head Office. You will provide coaching and support to the three Team Leaders reporting into you as well as guidance and direction to their respective teams.
Reporting to the Executive Manager – Member Value & Distribution, this is a rare opportunity at Police Credit Union to influence and retain our positive work culture!
You will be responsible for:
- the achievement of sales and referral targets across the Member Service, Insurance and Direct Lending (Online Personal Lending) teams.
- coaching, developing and supporting the Member Service, Insurance and Direct Lending Team Leaders and their teams.
- maintaining high levels of employee engagement, retention and performance within the Contact Centre teams.
- ensuring front end activity is linked to both departmental goals and corporate strategy and direction.
- ensuring compliance and risk mitigation with our policies, procedures, regulatory and legislative requirements.
- preparing reports for stakeholders and Senior Managers including business cases and sales updates.
You are:
- Looking for a refreshing change within the banking or insurance industry or for a Contact Centre environment with a difference
- Passionate about resonate leadership with experience in sales coaching and training.
- Driven to provide an exceptional customer experience, supporting your team to do the same.
- Collaborative and self-aware, with a ‘can-do’ approach.
- Focused, with an eye for detail and a strong ability to build positive and collaborative relationships with Members and staff.
- A team player, wanting to be part of an energetic group.
- Confident, disciplined and hardworking, you strive to meet and exceed service and sales KPIs, all with a smile on your face.
If you have a background in the Australian financial services, health insurance or general insurance sectors – even better! FSRA Tier 2 and/or Tier 2 Insurance accreditation is a huge tick, however not a deal breaker, as great on the job training is provided.
About those sweet perks we offer
Now, we know all about you, here’s a taste of the benefits you can Bank On Us for:
- An attractive salary and incentive program, including generous annual bonuses
- Five – yes, five weeks of annual leave for full time staff!
- Purchased leave opportunities.
- Paid volunteering day (we will pay for you to spend a day giving back to the community you love).
- Opportunities for hybrid work from home arrangements.
- Discounted loans and insurance (we’re talking about some good rates and benefits above our already competitive pricing).
- Professional development and career opportunities, from traineeships to on the job coaching, to scholarships for higher learning.
- Access to a social club that holds regular events and prize draws.
- Internal wellbeing program, including financial education.
- Free annual flu vaccinations.
- Employee Assistance Program which provides free counselling sessions to support your wellbeing, as well as your immediate family members.
About Police Credit Union
Since 1970, Police Credit Union has helped South Australians and Territorians achieve their financial dreams. Now with seven branches across SA and NT, and as the most recognised credit union in South Australia, we are proud to have over 40,000 Members who Bank On Us for our highly competitive and award-winning products and services.
With a Member Satisfaction score of 92.7% and an Employee Engagement Score of 91.14%, we’re not only a credit union of choice but also a place where people love to work. We are particularly proud of the part we’ve played in many of our employees’ careers by imparting newly learned skills and, assisting with progression into different roles, including management positions.
We are committed to providing traditional face-to-face banking and a South Australian based call centre, as well as innovative and secure digital products. With a strong focus on supporting the emergency services and wider community including environmental initiatives – we’ve been proudly carbon neutral since 2018. We have long-standing partnerships with a variety of influential South Australian and Territorian not-for-profits.
Sweeter together
Our customers come from all walks of life, and so do we. We hire people from all different backgrounds and experience levels. We recognise that a diverse, engaged and united team makes us stronger. We embrace diversity and inclusivity, and we hope you do too.
Find out more at policecu.com.au. and to read testimonials from our very own staff, please visit policecu.com.au/careers/
Employer questions
Your application will include the following questions:
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How many years’ experience do you have as a Call Centre Role?
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Which of the following statements best describes your right to work in Australia?
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How many years of people management experience do you have?
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How much notice are you required to give your current employer?
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How many years’ experience do you have as a Call Centre Leader?
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What’s your expected annual base salary?
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How many years’ experience do you have in the financial services industry?