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April

Support Lead

Westpac Group - Sydney, NSW

Retail
Source: uWorkin

JOB DESCRIPTION

Support Lead

How Will I Help?

As a Support Lead, alongside the Team Manager you will be responsible for delivering superior customer service by meeting or exceeding service level objectives and assisting with the daily operation of the team. The Support Leader acts as the reference point for policy, procedures and compliance updates by being a subject matter expert of the team. They ensure team members are following Westpac Group protocol, policies and procedures when completing all tasks in a timely manner whilst also identifying opportunities for continuous improvement for team and business processes.

Key responsibilities

  • Allocation and escalation of tasks are prioritised and completed within the required timeframes, consistent with agreed service levels
  • Take ownership of internal and external customer escalations and liaise with Team Members and other teams to ensure the very best in customer service. The role is an escalation point for business partner issues and helps manage responses
  • Identify opportunities for process enhancements and work closely with your Manager to work through plan for implementation
  • Ensure that operational risk practices are actively understood and complete all mandatory training

What’s in it for me?
You will play an important and significant part in the future of a business that has been around for 200 years. Our vision is to become one of the world’s great service companies. So, we will back you in the development of your career, with internal career prospects and flexible working. You will also be backed by a fantastic team of people in a can-do, supportive structure.

What do I need?

  • Excellent focus on attention to detail with the ability to work and make decisions in a fast paced environment
  • Energetic and motivated, able to work well inside a group and broadly across an organisation
  • Confident and articulate communicator
  • Demonstrates excellent process and change management skills

How do I Apply?
Start here. Just click on the APPLY button.

The health and wellbeing of our employees is our top priority. We have developed clear standards to ensure our people are confident, safe and healthy whether they’re working from a Westpac Group site or working from home. These are based on expert medical advice and Safe Work Australia guidelines.

Westpac Group