Description:
Description(Team Leader)
- Locations: Sydney
- Full-Time Permanent role
- Hybrid working model (2-3 days in office)
How will I help?
As a Team Leader responsible for leading a team of Customer Remediation Specialists to deliver exceptional service and operational excellence, delighting our customers with quality outcomes. Enhance employee engagement and advocacy by proactively managing performance, talent, and succession planning.
Key Accountabilities:
- Drive Productivity by continually leveraging best practice and effective relationships with internal business partners to drive outstanding customer advocacy and achieve optimal service levels
- Lead the team, coaching and developing direct reports within the Westpac Group high performance culture framework
- Continuous improvement of customer experience, promoting and leading adherence to customer experience frameworks and methodology to provide optimal customer experiences.
- Customer contact / client case management / discovery (file review)– Lead the team in an agile way across multiple programs of work, ensuring the simultaneous fulfilment of remediation against key metrics
- Ensure targets for key customer service and operations delivery metrics are being met
- Risk & Compliance, proactively contribute to innovation to improve quality, efficiency, risk & compliance outcomes by working closely with cross-functional teams across the organisation.
What’s in it for me?
You’ll play a significant part of the future of a business that has been around for 200 years. Our purpose is to create better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.
What do I need?
- Experience working in a contact centre environment
- Specialized in customer service, focusing on identifying and correcting issues to improve customer satisfaction and operational efficiency
- Skilled in leading high-performance teams
- Strong analytical and problem-solving skills
- Complaints Management
- Lending (consumer/business banking) experience preferred.
- Sound knowledge of internal systems, procedures and policies
- People Leadership
What is it like to work there?
We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other’s passions, and transformative success stories to create better futures together.
As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.
We’ll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you’re in control of where you start and how you’ll grow.
As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility – and champions inclusion.
Hear from some of our people and their experiences working with us.
How do I apply?
Start here. Just click on the APPLY or APPLY NOW button.
At Westpac, we’re all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone—our customers, employees, and the wider community. If you’re interested in discussing workplace flexibility, please feel free to mention it in your application.
We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, and Indigenous Australians to apply. If you have questions about the recruitment process, please email talentacquisition@westpac.com.au.
Do you need reasonable adjustments during the recruitment process?
We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please call 1800 655 592 Option 2.3 or email talentacquisition@westpac.com.au