Join a fast-paced and customer-centric organisation redefining how people experience financial services in Australia. As part of our growth and commitment to exceptional client care, we are looking for a passionate Senior Customer Care Officer to join our high-performing team and lead by example in delivering service excellence.

Please note: This is a full-time, in-office position based at our Parramatta. Standard office hours are 9:00 AM – 5:30 PM, Monday to Friday.

What You Will Be Doing:

As a Senior Customer Care Officer, you’ll play a pivotal role in supporting the Customer Care team while managing complex customer interactions and improving service delivery. You will serve as a point of escalation, mentor team members, and uphold compliance and quality standards in every engagement.

Key Responsibilities:

Provide guidance, mentoring and support to Customer Service Officers.

Deliver high-quality, empathetic customer service across multiple channels.

Handle complex and sensitive matters including family and domestic violence and financial abuse with discretion and care.

Liaise with financial counsellors and external agencies to ensure appropriate support and referrals.

Monitor daily team KPIs, reporting issues, trends, and performance updates to management.

Lead audit and probity assessments, ensuring compliance with all relevant regulations and internal standards.

Support a positive and solutions-focused customer care culture across the team.

Improve workflows and processes to enhance operational efficiency.

Assist in onboarding and training new staff across departments.

Drive best-practice call quality, compliance, and risk mitigation.

Skills & Qualifications:

Previous experience in a senior customer service or contact centre environment.

Strong interpersonal and coaching skills with a team-oriented mindset.

Ability to manage sensitive or vulnerable customer situations with compassion.

Demonstrated knowledge of relevant industry regulations and standards.

Excellent communication and problem-solving skills.

High attention to detail, time management, and organisational skills.

Knowledge of call quality standards and performance improvement techniques.

What’s In It for You?

Impactful Work: Help shape the culture and performance of a leading customer care team.

Career Development: Ongoing learning, mentoring, and leadership pathways.

Supportive Culture: Be part of a collaborative, values-driven team.

Attractive Package: Competitive salary and access to wellness initiatives.

If you're a natural leader with a passion for delivering outstanding service and empowering others, we’d love to hear from you. Join us as we redefine the customer journey and make a significant impact in our industry.