Contact Centre Team Leader – Member Experience

About the role

Police Bank is seeking a Contact Centre Team Leader to lead its Member Experience team within the retail division. The role involves coaching a group of agents who handle phone, email and web‑chat interactions, ensuring members receive friendly, accurate and efficient service.

Key responsibilities

• Lead and develop a high‑performing contact‑centre team, providing regular coaching, feedback and performance reviews.
• Monitor and improve service quality across phone, email and web‑chat channels.
• Support sales, lead generation and needs‑based conversations while adhering to policies and risk requirements.
• Identify process improvements and drive continuous improvement initiatives.
• Maintain strong product knowledge and ensure team members are equipped to resolve member enquiries.

Required profile

• Proven experience leading a team in a contact‑centre or customer‑service environment.
• Strong communication and people‑leadership skills with a genuine interest in helping others succeed.
• Good judgment in applying policies, procedures and risk guidelines.
• Excellent organisational and problem‑solving abilities.
• Commitment to delivering a great member experience.

Required skills

• Understanding of customer‑service standards for phone, email and web‑chat.
• Experience supporting sales or lead‑generation conversations.

What we offer

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