Do you have the drive to shape positive customer experiences? Are you ready to play a pivotal role in developing future talent and deliver real impact every day? 

It starts here. With Bendigo Bank… and you.  

As a Team Leader in our Customer Contact, you’ll play a pivotal role in leading a passionate team to deliver exceptional service across phone and web messaging and your leadership will directly contribute to our commitment to making banking easier for our customers.

Leverage digital tools and platforms to enhance efficiency and customer experience. You’ll create a high performing, collaborative culture where people feel supported, empowered and recognised.

You’ll help manage daily operations, handle escalations and ensure every interaction is a positive one, deepening our customer relationships. Role model BEN’s values, upholding risk, compliance, and quality standards. Develop team members' skills in navigating digital platforms and utilising self-service channels

Key responsibilities:   

• Lead and develop your team to deliver exceptional customer service levels and meet performance targets across mutable contact channels.  
• Equipping new onboards with the knowledge, skills and confidence to succeed while supporting a high-performance culture.
• Coach and support the team through regular feedback conversations, development planning and fostering a culture of accountability and continuous improvement.
• Manage daily operations and escalation to ensure efficient workflows, compliance with policies and exceptional customer outcomes.

We would like this person to be hands on and work 100% onsite at our Ipswich Customer Contact Centre for the first 6 months (probation period)

After the probation period they can move to a hybrid model of minimum 60% (3 days a week) on site attendance based. 

This is a Permanent, Full-time opportunity, consisting of 76 hours per f/n. 

To succeed in this role, we’d love you to have:

• Proven experience leading, developing and mentoring customer service or sales teams/individuals.
• A passion for delivering exceptional customer experiences.
• The ability to read and act on team reports and make data driven decisions to steer coaching needs across your team to evidence positive change
• Confidence managing daily operations, escalations and team workflows in a fast-paced environment.
• Excellent communication skills and the ability to build trust and rapport quickly.
• Managing performance and productivity to achieve set Business Objectives
• A continuous improvement mindset with a focus on efficiency.
• Strong knowledge of risk, compliance and quality standards.
• Knowledge of BOOST and the BOOST methodology is desirable

We’re making better, bigger. And we’ll get there with you.

Could you be our newest Team Leader? Now’s the time to set your sights even higher – on the future you and the future career you deserve.

Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.  

Please contact the Recruiter for this vacancy for a confidential discussion if there are any concerns meeting this requirement during the application process, or if you would like to discuss the position further.    

Recruiter Name:   Natalie Cornell – Senior Talent Acquisition Advisor 
Recruiter Email:   natalie.cornell@bendigoadelaide.com.au 

For more information, check out the Application Process for Internal Candidates page.