Contact Centre Coach – Lead, Empower, Inspire (Parramatta-based)
Financial Services | Customer Experience | Make the Role Your Own | Hybrid Full Time Permanent Opportunity
Are you passionate about coaching others to deliver exceptional customer experiences? Do you thrive in environments where people and culture matter as much as performance? If so, this is your chance to make a real impact.
A fast-growing, purpose-driven financial services organisation is on the lookout for a Contact Centre - Service & Collections Coach to support their high-performing customer service teams. You'll play a pivotal role in empowering frontline staff across Australia and New Zealand to deliver a world-class experience—through coaching, development, and uplifting leadership.
Why You'll Love This Role :
Make a difference by shaping customer experiences that genuinely help people through good times and bad.
Champion a culture of growth and care, helping others build capability, confidence, and career paths.
Lead with purpose in a team that puts people first—customers and employees alike.
Enjoy flexibility and impact, working across key customer and leadership teams in a well-established financial services organisation.
What You'll Be Doing :
* Develop and implement strategic coaching programs that lift capability and performance.
* Partner with team leaders to identify development needs and drive continuous improvement.
* Use insights from customer feedback, quality audits and analytics to elevate service delivery.
* Be a passionate customer advocate, championing a people-first culture across the business.
* Contribute to key initiatives across customer experience, quality, training, and compliance.
What You'll Bring :
1. 3+ years' experience in leadership or coaching roles within contact centres, customer experience or financial services.
2. Strong knowledge of quality assurance, service excellence, and performance coaching techniques.
3. Proven ability to drive engagement, influence outcomes, and foster high-performing teams.
4. Experience in operational coaching, training facilitation, or team development will be highly regarded.
Desirables :
5. Financial services experience or industry knowledge.
6. Experience with change management and / or dispute resolution frameworks.
7. A passion for developing others and driving positive, customer-first cultures.
This is your chance to lead with impact, build capability at scale, and be part of something meaningful.
If this sounds like something you are interested, please feel free to APPLY NOW or send your updated CV to
Only Australian Citizens or Permanent Residents can be considered for this opportunity.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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