Lead our Contact Centre Team!

We are currently seeking a dynamic and experienced Contact Centre Team Leader to guide and support our Brisbane-based team.

About Us

National Seniors Australia (NSA) is the country’s largest not-for-profit advocacy organisation representing the interests of older Australians. We champion for the rights, wellbeing, and quality of life of seniors – influencing government, business, and community decisions that impact their lives.

To maintain our independence from government, we provide insurance and membership products tailored to older people.

The Role

As our Contact Centre Team Leader, you will lead a team of consultants who are the frontline in supporting older Australians. The team handles enquiries related to insurance products and membership services, playing a vital role in delivering exceptional customer experiences and generating revenue that supports our advocacy and operations.

Key Responsibilities:

• Lead, coach, and develop a high-performing contact centre team, both day-to-day and through NSA’s in-house Excellence Program.

• Manage all aspects of daily operations, including scheduling, rostering, and resource planning.

• Monitor and drive team performance to meet KPIs across both insurance and membership functions.

• Deliver internal communications and updates on campaigns, marketing, and advocacy priorities.

• Support staff with escalated or complex customer issues, and collaborate with HR and line manager on performance matters.

What We’re Looking For

• Proven experience leading a Contact Centre or customer-facing team.

• Excellent customer service and communication skills.

• Proficiency in CRM systems, with a focus on sales performance and reporting.

• Strong organisational skills and the ability to manage competing priorities.

Desirable

• Knowledge of regulated financial products or regulated products.

• Understanding of compliance requirements and legislation relating to financial product sales.

Why Join Us?

• Make a real difference in the lives of older Australians through meaningful work.

• Enjoy a central CBD office close to public transport, cafés, and other amenities.

• Receive a competitive salary package, based on experience and qualifications.

• Exclusive member discounts on travel, insurance, and everyday essentials.

• Access to NSA’s EAT | PLAY | SAVE discounts app to save with thousands of Australia-wide discounts on dining, take-away, local services, shopping, gift cards, and more.

• Join a values-driven team that embraces the values of fairness, respect, and excellence.

• A supportive, collaborative, and inclusive team culture.

If you’re ready to lead with purpose and contribute to a mission-driven organisation, we’d love to hear from you!