Are you driven by a passion for social justice and eager to make an impact?

Look no further than the Financial Rights Legal Centre. We are currently seeking a highly motivated Contact Centre Manager to join our team. 

The organisation

Financial Rights Legal Centre (Financial Rights) is a community based legal centre in Surry Hills specialising in helping consumers of financial services, particularly credit, banking, insurance and debt.

The role

We are seeking to employ a full-time experienced Contact Centre Manager for an 18 month contract with potential to renew. The Contact Centre Manager at Financial Rights will oversee the day-to-day operations of multiple contact service channels, including the National Debt Helpline, website chat, and more. With approximately 150 calls per day and 100 chats per week, you will ensure smooth functioning, adherence to procedures, and achievement of service targets. Collaborating with solicitors, financial counsellors, and senior staff, you will ensure adequate resources and supervision for the advice lines. Additionally, you will work with the Finance & Data Manager to develop metrics to monitor and improve performance. The role is also responsible for identifying and driving projects focused on improving Contact Centre service efficiency and quality.

For further details on the role please see the job description.

What's in it for you?

Join a recognised voice for consumers in financial services. We are doing important frontline work advising consumers from across Australia about their financial rights, shaping new laws for consumer protection and enhancing financial wellbeing. Be a catalyst for positive change, influencing lives for the better. 

Enjoy a pleasant working environment within a small, friendly and passionate team. We know diversity makes a positive difference, and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander communities.

Rewards and Benefits

• $100,000 - $115,000 plus 12% superannuation, Salary Sacrifice available (up to $15,900  for tax free benefits)
• 4 weeks annual leave plus 7 days additional gifted leave
• Flexible working; 7 hour work days and a hybrid working model
• We offer a place where you know you are contributing to making people’s lives better. We are passionate about social justice
• Employee Assistance Program, a free and confidential counselling service

The successful applicant will have:

• Experience in managing contact centre operations including telephone advice lines and web chat services. Demonstrated ability to develop and manage rosters, oversee day-to-day operations and ensure adherence to procedures.
• Experience in managing call queuing, workflow, and implementing efficient systems.
• Strong analytical skills to analyse call centre metrics, generate reports, and evaluate performance. Experience in using data to drive proactive service delivery improvement.
• A proven track record of identifying areas for improvement and implementing improvement initiatives.
• Up to date knowledge of industry trends and advancements in call centre technologies. Demonstrated ability to incorporate new technologies and tools into operations to improve efficiency and service quality. Familiarity with call recording systems, automated rostering systems, and other relevant technologies is beneficial.
• Strong leadership and communication skills. Ability to coordinate resources and communicate changes in a clear and efficient manner.
• Proven ability to build relationships with internal and external stakeholders.
• Comply with NSW current public health orders and requirements with COVID vaccination

Ready to Make an Impact? Apply Now!

If you are passionate about social justice and ready to contribute to our cause, we want to hear from you.

Click "Apply Now" to upload your resume and cover letter outlining your suitability to the role.

If you have any questions, please email [email protected] using the subject line: Contact Centre Manager enquiry via EthicalJobs.