Member Services Manager

Job Title: Member Services Manager
Contract Type: Permanent
Location: Sydney
Reference: 943346
Contact Name: Lizzie
Job Published: January 07, 2020 14:00

Job Description

MAYDAY Recruitment is delighted to be recruiting for a Member/ Customer Service Manager for an award-winning Australian insurer with a forward thinking and care-focused reputation. In this role you will lead a team of call centre agents to provide top quality service and administration functions for new and existing customers.
This is a 12-month maternity cover role; it’s worth noting that this company promote often and always look within before hiring externally.
What’s in it for you? 
  • Extensive training and continued support within your role
  • $106,000 package
  • Amazing benefits – including 50% discount on health insurance
  • Work for a fantastic, well-known Australian brand that truly values its people
  • Lead a group of engaged and warm customer service agents
  • Be part of a vibrant, social and friendly wider team 
  • Progression opportunities into multiple business areas after 1 year
  • Continued personal and professional development is a real priority
  • Longevity opportunities – most managers’ tenure is 5-10 years with the company
  • No two days are the same – varied role
What will you be doing?
  • Support your team through providing information, updates and advice
  • Coach, develop and grow your team with regular team meetings, 1 to 1’s and training
  • Ensure service level agreements are met and workloads are distributed effectively
  • Bring attention to process improvement and provide recommendations
  • Process administrative forms and ensure direct debits are correctly set up
  • Use judgement for refund approvals and adjustments
  • Facilitate a positive customer onboarding and offboarding experience
  • Regular reporting to the head of department
  • Audit team members work to ensure quality levels remain at their highest
  • Be involves with different projects as they arise
What experience you will require?
  • Experience in leading an engaged team, especially within Customer Service areas
  • A critical-thinking mindset with the ability to ask questions to uncover solutions
  • Experience in setting team priorities and assist them to achieve objectives
  • An ability to bring calm to challenging situations
  • A desire to be hands-on and involved with the team and company
If this sounds like the right opportunity for you, please click the link to apply with your most up to date resume.