Member Services Team Leader

Statewide Super is the largest and leading South Australian & Northern Territory not-for-profit Industry Superannuation Fund providing expert superannuation advice to over 137,000 members. We manage in excess of $9 billion in funds and have a clear focus on helping our members save for their retirement.

Reporting to the Head of Member Services, the Member Services Team Leader is responsible for supporting the Head of Member Services in the operational management of the contact centre and Super Hub, with particular focus on driving engagement to ensure KPIs are met through the provision of superior customer services to both internal and external customers.

The role has a specific focus on providing leadership and direction to the Member Services Officers, though ongoing mentoring and performance management. 

Key responsibilities include but are not limited to:

  • Lead the Member Services Team in providing professional and focused member service both internally and externally;
  • Manage the daily running of the contact centre and Super Hub by meeting or exceeding performance targets for accuracy, efficiency and quality;
  • Mentor and develop Member Services Officers, with a particular focus on ongoing learning, personal growth and knowledge sharing across the business;
  • Monitor team and department performance and take necessary actions to motivate and improve employee performance including feedback and performance management, as required;
  • Undertake both formal and informal Performance Development Plan (PDP) reviews and discussions, in consultation with the Head of Member Services;
  • Work with the Head of Member Services on delivering key project objectives and performance targets; and
  • Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues as required.

The successful candidate will have:

  • A minimum of 3 years proven leadership experience, managing a team of direct reports in a contact centre or customer service focused environment;
  • RG146 or Diploma of Financial Planning will be advantageous;
  • Proven experience in coaching and informal / formal performance management;
  • Experience in delivering training and/or educational information sessions;
  • Superannuation, life insurance and pension product knowledge, superannuation tax knowledge and / or related legislative knowledge will be highly regarded;
  • Demonstrated ability to build relationships, influence and engage effectively with both internal and external parties;
  • Proven ability to be flexible and consistently meet deadlines, and effectively manage change in an ever changing, agile work environment; and
  • Previous experience within the Financial Services Industry will be advantageous.

If you work with us, you will be working with a group of people who are passionate about growing the financial futures of our community. We value collaboration, integrity, respectful relationships, and most of all, our members.


Statewide Super is an equal opportunity employer, committed to encouraging flexibility, valuing difference and embracing diversity. We pride ourselves on representing the diverse and multicultural communities of our membership and are dedicated to increasing opportunities for Aboriginal and Torres Strait Islander Australians. To learn more, please read our Reconciliation Action Plan.

Please note: It is a condition of employment for this role that a National Police Clearance be obtained. Only successful candidates will be contacted due to the volume of applications received. No Agencies please

16/02/2021 $0 Adelaide 1 Call Centre & Customer Service
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