Initiated and supported by the Australian Banking Association, Way Forward Debt Solutions Ltd. Is a Not-For-Profit (NFP) start-up focused on providing solutions and support to people with concerns about financial hardship, is seeking a Team Leader for their expanding Customer Service division.

The successful candidate will have a background within a NFP, preferably with experience in financial hardship.

About the Job

This is an exciting opportunity for a natural people leader who is customer centric and has a passion for developing others. You will play an instrumental part of the growth and development of the customer service department and will be responsible for the day to day management and support of the team.

As a leader you can connect and engage effectively with people from all walks of life and bring a genuine desire in making a difference to the lives of people experiencing financial difficulty. Prior experience demonstrates how your dedication to the team has produced exceptional results in moral and customer experience.
Other responsibilities include:

• Coach team to deliver a superior client experience through ownership of the relationship, excellent service quality, timely resolution of issues
• Ensure KPIs are met and that weekly/ monthly reporting and coaching is provided
• Develop a culture of open communication; building operating rhythms for daily stand-ups, team meetings, one-on-one coaching discussions
• Organise rosters, capacity plans, training programs, leave balances and manage performance issues
• Manage escalations and assist with resolving queries and providing timely updates to customers
• Liaise with various stakeholders including clients, customers and internal departments
• Utilise quality, coaching & training frameworks to embed a consistent structured service offering
  
  

About You

As a leader you can connect and engage effectively with people from all walks of life and bring a genuine desire in making a difference to the lives of people experiencing financial difficulty. The successful candidate will have:

• Proven success in creating best in class customer service
• Ability to network and engage with senior leaders in a variety of industries
• Personal motivation to help communities
• Proven success in creating products and services within tight budgets

The Company

The NFP has been created by the Australian Banking Association with the backing of four major banks and leading consumer and community organisations. The objective of this start-up is to support people with financial difficulty, relieving stress and helping them to return to financial stability.

The NFP is still in its infancy and requires a passionate and hands-on candidate who performs best in a challenging but rewarding environment. A fantastic opportunity to lead, nurture and grow a start-up that will provide a positive impact on society.

To apply please click apply or call Georgia Atherton on 03 8628 2103 for a confidential discussion.