Contact Centre Team Leader
Adelaide CBD, South Australia
Banking & Financial Services
Full Time
Thrive with us
Think banking is all about numbers? Think again.
At Credit Union SA, we’re all about people - our members and their families, the communities we serve, and you.
For more than 60 years, we’ve delivered a fairer, smarter and more human alternative to traditional banks. A customer-owned banking organisation run by its members, for its members, with the purpose of helping South Australians thrive.
Our success is thanks to every one of our team members and the diverse thinking, collaboration and innovation they bring. That’s why we’re committed to creating a welcoming, inclusive workplace where everyone feels comfortable, valued and empowered to reach their full potential.
Want to make your contribution count with an innovative, purpose-driven organisation that supports you to thrive? Join us as a Company Secretary and Senior Legal Counsel and experience the Credit Union SA difference.
Your opportunity
As our valued Contact Centre Team Leader, you will lead and manage our in-house Contact Centre Team, ensuring high performance, quality, and compliance. You will drive the delivery of exceptional member experiences in line with our organisational Purpose and Values.
Reporting to the Contact Centre Manager, you will draw on your leadership expertise to develop and implement strategies to improve service quality and operational efficiency. You will also use your excellent communication skills to create an environment that helps your team thrive and provide coaching, support, and development opportunities to Team members.
In this high-impact role, you will enable us to continue to make a positive impact on our members and South Australian communities by:
- Leading and managing the Contact Centre Team, ensuring high performance, quality, and compliance.
- Driving performance whilst creating an engaging and enjoyable work environment that motivates the team to achieve their best.
- Developing and implementing strategies to improve service quality and operational efficiency.
- Providing coaching, support, and development opportunities to members.
- Monitoring and analysing performance metrics to identify areas for improvement.
- Fostering a positive and inclusive team culture that aligns with our values.
- Ensuring compliance with legislative and Credit Union SA requirements.
What you’ll bring
Experience in diverse and complex contact centre environments
- Sound knowledge of contact centre operations and systems, experience with Genesys telephony platform would be a bonus
- Proven ability to deliver contact centre solutions and strategies
- High levels of drive and energy and a willingness to roll your sleeves up to assist our members
- Experience with Workforce management planning and daily operation a plus
- Excellent stakeholder management skills
- Ability to motivate individual and team performance in a changing environment
- Preferable knowledge and experience in retail banking or financial services, but not essential
Ideally, you will also have:
- Advanced knowledge of Excel and the Microsoft Office suite of products.
- Strong conceptual, analytical, problem-solving and decision-making skills.
- A positive, proactive and results-driven mindset with a high level of personal accountability.
Why Credit Union SA?
At Credit Union SA, we channel the profits we generate back to our members and our communities. It’s a purpose that inspires our people each day. And when you join us, you’ll find we’re just as committed to ensuring you have the opportunities and support you need to thrive in all areas of your life.
Here are some of the benefits you’ll enjoy at Credit Union SA;
- Take time out to fill your cup with four Thrive Days a year and a paid day off to celebrate your birthday.
- Learn, grow and progress your career with online training, internal and external development opportunities, study assistance, paid study leave, and assistance for professional membership fees.
- Stay fit and healthy with access to our free on-site gym, wellbeing program and annual flu shots.
- Be rewarded for your outstanding contributions with our CEO Awards, Service Awards and Milestone Recognition.
- Need extra support? Our Employee Assistance Program provides you and your family with free professional counselling whenever you need it.
- Make your pay go further with salary-sacrificing options and discounts on health insurance, general insurance, financial planning and loan products.
Are you ready to thrive?
Join Credit Union SA to make a positive impact on South Australians and your career.
For the full position description and a confidential discussion regarding this role, please reach out to careers@creditunionsa.com.au
Applications close Sunday 3rd August 2025
We are actively looking to fill this role and reserve the right to shortlist and interview applicants whilst this advertisement is open so encourage you to submit your application at your earliest opportunity. We appreciate the time and effort an application takes, which is why we aim to respond to every applicant, regardless of the outcome.
We are actively looking to fill this role and reserve the right to shortlist and interview applicants whilst this advertisement is open, so we encourage you to submit your application at your earliest opportunity.
We appreciate the time and effort an application takes, which is why we aim to respond to every applicant, regardless of the outcome.
Credit Union SA is an equal opportunity employer that welcomes and values the unique contributions of all people. We strongly encourage applications from people of all backgrounds, cultures, perspectives and experiences. We also support candidate requests for adjustment to accommodate disability or injury so they can equitably participate in the selection process.