Location: Melbourne (Hybrid). You'll be based in Melbourne, Yarra Falls office for a minimum of three days a week, with flexibility to work from home some days.
Role Overview
As a Georgeson Communications Centre Team Leader, you will be a key contributor within this division. Operating at a local level, you will ensure the delivery of premium omni‐channel contact centre services through strong, inspiring leadership. You'll work collaboratively across teams, provide hands‐on operational support, and actively contribute to continuous improvement initiatives and project work—shaping both team success and the broader client experience.
Beyond team leadership, you'll act as a trusted operational partner to peers and internal stakeholders. You'll collaborate closely with the Client Service team to develop high‐quality operational materials, including Q&A documents, call scripts, and campaign assets that support consistent and confident client engagement. Working collaboratively across the business, you'll contribute to broader campaign and organisational goals, with a strong focus on continuous improvement.
Responsibilities
* Maintain an exceptional standard of customer service, ensuring client messaging is accurate, data is handled with integrity, and escalated enquiries are resolved efficiently and professionally.
* Lead a team of contact centre professionals, setting the tone through strong leadership and mentoring, providing effective training, upholding quality assurance standards, and delivering ongoing coaching to help the team achieve—and exceed—quality, productivity, and performance targets.
* Act as a trusted operational partner, collaborating with the Client Service team to develop high‐quality operational materials, including Q&A documents, call scripts, and campaign assets that support client engagement.
* Contribute to broader campaign and organisational goals, focusing on continuous improvement, smarter ways of working, and building team capability to improve efficiency.
Qualifications
* Securities Industry Experience: You bring a solid understanding of the securities environment, with experience working in regulated, high‐stakes settings where accuracy, confidentiality, and investor trust are paramount. Your knowledge of corporate actions, shareholder communications, or financial markets enables you to quickly grasp campaign objectives and ensure communications are compliant, consistent, and aligned with client expectations.
* Proven Leadership Capability: You have demonstrated success leading teams in fast‐paced, service‐driven environments. You are confident setting clear expectations, prioritising workloads, and making informed decisions that balance people needs with operational outcomes. Your leadership style is inclusive and collaborative, fostering engagement, accountability, and high performance.
* Coaching and Training Expertise: You are experienced in developing people through structured training, side‐by‐side coaching, and meaningful feedback. You know how to lift capability by identifying development needs, reinforcing best practice, and supporting individuals to grow in confidence and competence—ultimately strengthening team performance and succession capability.
* Communication Centre Experience: You have hands‐on experience working within a contact or communications centre environment, ideally across multiple channels such as phone, email, and digital platforms. You understand the importance of service levels, quality metrics, and workforce discipline, and you are comfortable managing daily operations while maintaining a premium customer experience.
* Complaint and Escalation Management: You are skilled in managing complaints and complex escalations with professionalism and empathy. You approach difficult conversations calmly, using sound judgement to resolve issues efficiently while protecting the client relationship and organisational reputation. You also recognise complaint trends as opportunities for service improvement.
* Client Support and Stakeholder Engagement: You have a strong background in client support, partnering with internal and external stakeholders to deliver high‐quality outcomes. You communicate clearly, manage expectations effectively, and take pride in being a trusted point of contact. Your client‐centric mindset ensures service delivery is always aligned to client goals and campaign success.
Rewards
* Flexible work to help you find the best balance between work and lifestyle.
* Health and wellbeing rewards that can be tailored to support you and your family.
* Investment in our business by setting aside salary to purchase shares in our company, with a company contribution as well.
Fairness and culture
We're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
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