- Provide coaching to uplift performance of Customer Service Officers through targeted interventions where performance gaps have been identified and additional support for new starters
- Support Customer Service Officers to deliver high quality customer service on inbound and outbound calls and/or administration items through training and guidance
- Supporting Team Leaders to improve their quality of feedback and communication of best practice to Customer Service Officers
- Support best practice initiatives to uplift individual and team capability and skillsets
- Implement strategies to cross-skill team members and enhance process efficiency
- Proactively engage with Training Manager to ensure delivery materials are accurate, fit for purpose and appropriate for the learner audience
- Engage with Training Manager to discuss, prioritise, and implement training requirements
- Assess the effectiveness of technical training programs that are delivered to the business by obtaining feedback from participants, Team Leaders and Contact Centre and Services Managers and make recommendations for updates and improvements
- Support the facilitation of training programs through alternative delivery methods
- Contribute to the design, development and continuous improvement of training programs or content
- Support engaging and value add learning opportunities for Link Group team members to develop technical expertise and enable continuous learning and career development
- Transfer and leverage fund/industry subject matter expertise to team members
- Assist specialists in providing technical support to team members such as resolving complex customer enquiries, complaints, and escalations
- Work in partnership with key stakeholders to discuss, prioritise activities across the teams.
- Assess and evaluate the effectiveness of training on meeting business needs.
- Provide technical support to Customer Service Officers in resolving complex customer enquiries, complaints and escalations
- Investigation and ownership of complex member queries
- Actively monitor internal support chat queries (remote) or floor (on site) to provide real-time responses to Customer Service Officers
- Work with other internal teams to identify training gaps and improvement initiatives
- Work closely with the Knowledge Management team to analyse trends to identify and address learning gaps across Contact Centre
- Align coaching with the existing quality framework
- Support consultants to provide feedback, support and to develop their capability.
- Assist with change management including communication to staff and meetings
- Support the wider business as a SME on projects, change initiatives and other ad-hoc duties as required
- Develop and manage relationships with internal and external stakeholders fostering a team culture that supports our vision and values.
- Ensure adherence to legal and regulatory requirements
- Support Link Group assurance programs that deliver effective risk management and compliance practices
- A coaching mindset with a passion for developing the capability in others
- Strong communicator with ability to influence others to driving change
- Personal commitment to and visible role modelling of the organisation's behaviours and values
- An understanding and awareness of adult learning styles and the ability to tailor approach to meet individual needs
- Inclusive and collaborative
- A curious and continuous learning mindset, with a strong desire to continually develop facilitation capability implement innovative and current practices
- Significant experience in relevant APAC Operations policies, processes and systems
- Ability to work under pressure and maintain set target levels
- Tertiary qualifications in business or a related discipline
- RG146 qualification or equivalent
Our Retirement & Superannuation Solutions division combines its proprietary technology, process and people to deliver a comprehensive financial data solution to its superannuation clients. We support clients across all superannuation fund sectors including government, industry, retail and corporate.
By accompanying our core member and employer administration with a full range of value-added services, we offer the most comprehensive superannuation administration solution on the market. The scale, adaptability and ease of use of our proprietary systems, in conjunction with our integrated analytics offering, allow us to innovate and grow with the needs of our clients.
Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.
We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.
We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.
Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.
