Call Centre & Client Services Manager (Asset Finance) — Onsite @ Alexandria

Company: The Asset Finance Shop (AFS)
Location: Alexandria, Sydney (Onsite)
Work type: Full-time, permanent

Why AFS?

We're a fast-growing commercial asset finance brokerage helping Aussie businesses get moving—trucks, trailers, yellow goods and more. We play fast, keep promises, and back each other. And we're levelling up (again) with our brand-new Alexandria office—a creative hub with great transport, top coffee, and room to scale.

At AFS you'll find:

High-energy floor: live coaching, quick feedback loops, scoreboard wins.

Zero-ego culture: ideas > titles. We test, learn, improve—together.

Real impact: see your leadership turn into appointments, applications, settlements—fast.

The Opportunity

Own the action at the centre of our growth story. You'll run the floor, coach an onsite team, sharpen playbooks, and jump on the phones to model best practice. Your mission: speed-to-lead that makes brokers smile and customers stay.

What You'll Do

Lead & lift (5–10 FTE, scaling): hire, onboard, run weekly 1:1s, QA scorecards, call listening, and high-tempo huddles.

Call & manage: take escalations, cover peaks, and keep a small personal caseload (~20–40 clients) to stay sharp.

Performance engine: set targets, monitor live dashboards, turn insights into coaching plans, and deliver crisp weekly reports.

Workflow & WFM: own rosters, routing, and schedule adherence across phone, email, and webchat to meet SLAs.

Speed-to-lead obsession: drive <60s median in-hours response and rapid after-hours first touch via smart sequences/talk tracks.

Playbooks & compliance: keep scripts, objections and credit-assistance standards tight for asset-finance conversations.

Partner with Brokers, Marketing & Ops: align lead quality, capacity, and downstream conversion (apps lodged, settlements).

Hours & Tools

Roster: Mon–Fri Full Time, onsite.

Stack: HubSpot (CRM, sequences, workflows, attribution) + Aircall (telephony, routing, analytics).

Experience with HubSpot & Aircall is preferred, not essential (equivalents welcome).

What Success Looks Like

Speed-to-lead: median <60s in hours; <5 min after-hours touch.

Funnel lift: higher connection, appointments set/kept, broker accept rate.

Quality: rising QA and CSAT/NPS; low rework/complaints.

Productivity: strong schedule adherence and occupancy; lower cost per kept appointment.

Outcomes: measurable uplift in apps and settlements driven by the contact centre.

You'll Thrive Here If You…

Have 5+ years in contact/client services with 2+ years leading teams (5–30 seats) in KPI-driven environments.

Coach by example—you're happy on the phones and love the buzz of the floor.

Are data-driven—build/interpret dashboards, spot friction, A/B test scripts and cadences.

Know HubSpot and Aircall (or similar CRM/CCaaS).

Bring financial services chops (asset/equipment finance, commercial lending) or adjacent experience (banking, insurance, telco).

Communicate clearly, stay calm under pressure, and lift people with you.

How to Apply (read me 👇)

Apply on SEEK with your CV.

Optional. Record a short Loom (https://www.loom.com) video (2–3 mins) covering:

Who you are and why you're a great fit for AFS

Your team leadership wins (include before/after metrics if you can)

One example of how you improved speed-to-lead, connection rate, or show rate

Your experience with HubSpot and/or Aircall (or equivalents)

Include the Loom link in your SEEK application (add it to your CV or cover letter).

Tip: Title your video "AFS – Call Centre & Client Services Manager – Your Name".