Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.

Your Team

The Customer Guidance Team is part of CFS’s Contact Centre within Customer Operations, which is accountable for the day-to-day operations of client, adviser, employer and third-party interactions. We do this through our value proposition of a superior customer experience, delivered with industry leading speed and accuracy.

The Customer Guidance team is a specialised senior phone-based team. The team comprises of inbound and outbound Financial Consultants who provide general advice for new business, consolidation, and retention services to direct and advised clients, and connect members with personal financial advice options.

Your Responsibilities

• Deliver on results, both KPI and people
• Successful delivery of quality service to customers and business partners
• Uplift the team’s industry and market knowledge.
• Continual review of Customer Guidance scripts and processes to improve the capability and service provided by the team
• Continually review and improve business practices and processes to ensure maximum effectiveness and contribution of Customer Guidance capability
• Ongoing monitoring and reporting of key Customer Guidance requirements (risk & compliance) and business initiatives.
• Supporting the professional development of staff and maintain current minimum training requirements
• Support the Customer Guidance Senior Manager with the BAU management of the Customer Guidance team
• Build key stakeholder relationships and represent Customer Guidance at key forums and business updates

Your Capability and Experience

• Proven leadership in a customer focussed environment and ability to drive results.
• Proven experience to lead teams in Superannuation or Wealth Management (advice capabilities).
• Demonstrated experience in managing inbound/outbound teams in a contact centre environment
• Excellent communication skills
• Strong ability to drive outcomes through employee coaching programs
• Reporting and data analysis experience
• Relevant qualifications – ie RG146 equivalent

What to Expect

At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:

• Access to CFS Employer Super, which offers an expansive investment menu and flexible insurance solutions
• Support with financial services, including discounts on home loans and daily bank accounts through our partnership with a leading financial institution
• Access to 24/7 confidential support covering safety, medical and mental health services
• Additional leave day to celebrate your birthday
• Life Leave - 3 days per annum to focus on your wellbeing or celebrate a special event
• Exclusive discounts on retail, travel and entertainment

CFS Culture

At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential.

Apply today and join us in helping Australians to achieve their financial freedom.

Please note, CFS requires all candidates to have full work rights in Australia.

Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate’s employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role.

This role can be based on Gadigal Land (Sydney)