Contact Centre Team Leader – Member Experience

About the role

Police Bank is seeking a Member Experience Team Leader to head a contact‑centre team that delivers friendly, accurate and efficient service across phone, email and web‑chat. The role combines people leadership with a focus on continuous improvement to ensure members receive outstanding support at every touch‑point.

Key responsibilities

• Lead, coach and develop a high‑performing member experience team.
• Monitor and improve service quality across phone, email and web‑chat channels.
• Provide regular feedback, performance reviews and training to build product knowledge and confidence.
• Support sales, lead generation and needs‑based conversations while adhering to risk and compliance policies.
• Identify process improvements and drive initiatives that enhance member outcomes.
• Ensure team meets operational targets and service standards.

Required profile

• Proven experience leading a team in a contact‑centre, customer service or member services environment.
• Strong communication and coaching abilities.
• Ability to balance service delivery, people leadership and operational priorities.
• Good judgment with policies, procedures and risk requirements.
• Positive, practical approach to continuous improvement.

Required skills

• Coaching and mentoring staff.
• Understanding of multi‑channel customer service (phone, email, web‑chat).
• Experience supporting sales or lead generation.
• Organisational and problem‑solving skills.

What we offer

• Flexible hybrid working (minimum three days onsite).
• Work‑life balance initiatives and wellbeing programs.
• Generous parental leave and unique leave types.
• Opportunities for career growth within a purpose‑driven mutual bank.