Member Delivery Leader at People's Choice Credit Union

, South Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

31 Aug, 26

Salary

0.0

Posted On

02 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Performance Management, Coaching, Mentoring, Contact Centre Management, Change Management, Operational Efficiency, Customer Experience, Strategic Alignment, Team Motivation, Call Statistics Analysis, Service Excellence

Industry

Financial Services

Description

Are you ready to embark on your next career milestone with People First Bank? We’re on the hunt for a leader who can drive one of our Service Teams in our Customer Hub to success. In this role you will help our Member Service & Sales Consultants fulfill their goals by delivering personalised outcomes for our customers. You will also focus on delivering ongoing improvements to our operational efficiency with a persistent focus on improving service levels for our customers. This position is being offered on a permanent full-time basis. Key responsibilities include: • Provide leadership that drives a culture aligned to our organisational purpose and strategy, supporting, and maintaining a persistent focus on the customer. • Monitor individual employee and team performance against a balanced scorecard. • Identify employee for additional coaching and/or formal performance management. • Monitoring employee call statistics and identification of improvements needed for call handling times, error rates, after call work, etc. • Create a culture that reflects service excellence and customer experience, integrating feedback / coaching and training into employee one on one sessions. • Mentor, coach and develop people, making the customer the focus of all interactions. About you To be successful in the role you will have: • Proven leadership ability that drives a culture aligned to organisational purpose and strategy. • Proven ability to positively manage change to achieve operational outcomes. • Relevant experience in a contact centre environment is desirable • Ability to lead and motivate team members to drive activity that supports organisational outcomes. • Demonstrated personal energy and a passion for achievement and excellence. • Proven ability in mentoring, coaching, and developing people to achieve desired outcomes. Our team are committed to providing extended hours of service through our Customer Hub, to be successful in this role you will need to work varying shifts between 7 am and 9 pm from Monday to Friday, and from 8:30 am to 5 pm on Saturdays. Saturday shifts will rotate once every 6 weeks, and there will be an on-call requirement (overnight) for one full week, also occurring once every 6 weeks. To support your work life balance, we provide rosters over a four-week period and release these one week in advance. Why you'll love working with us People First Bank- our new brand- says exactly what we’re all about: people. This starts with our team members, and we are committed to creating an outstanding working environment where you feel supported, can continue to develop and are proud advocates of our members and our business. You’ll have access to a range of financial and lifestyle benefits to support your success and allow you to be, you. • Flexible and hybrid working arrangements • Extend your pay with exclusive discounts on banking products and services, and discounts on shopping at hundreds of Australian retailers and services. • Advance your career with ongoing training, coaching, support and opportunities for secondments and projects. • Access comprehensive wellbeing support, including our Employee Assistance Program, a mental health wellbeing app, and dedicated wellbeing leave. • Make a difference with paid volunteering days, Workplace Giving, and participation in a diverse range of community and charitable initiatives • Be recognised for your contributions through our peer driven recognition program. About Us In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual banking organisation and a genuine, customer-owned alternative to the major banks. We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank. We are 100% customer owned, with 700,000+ customers and 1,900+ employees. We have dual head offices in Adelaide and Toowoomba, an Australian-based Customer Hub and 90 branches across NSW, NT, QLD, SA and VIC, trading under three brands, Heritage Bank, People's Choice and People First Bank. We exist to create a better future for our customers and the communities in which they live. Supporting our communities is at the heart of everything we do and when you come to work with us, you'll be joining a team of inclusive, friendly, and motivated employees who value making a difference every day for our members, community, and the planet. Next Steps? If this sounds like you, this could be the next step in your career. Click Apply Now and submit your application, including a cover letter and current resume by EOD Wednesday 17th June 2026. We are committed to diversity and inclusion and support candidate requests for adjustments to accommodate disability, illness or injury, to enable everyone to equitably participate in our selection process.

Responsibilities

Lead a Service Team in the Customer Hub to drive personalized customer outcomes and improve operational efficiency. Responsibilities include monitoring team performance via balanced scorecards and mentoring staff to ensure service excellence.