Senior Member Service Advisor (Melbourne)

We’re looking for a Senior Member Service Advisor to join our high-performing Contact Centre team. In this role, you’ll be the go-to expert
- providing outstanding support to members, guiding colleagues, and ensuring consistent, high-quality service delivery across all channels. Reporting to the Contact Centre Team Leader, you’ll play a key role in handling complex member enquiries, managing escalations, and supporting day-to-day team operations, including stepping in to lead when needed. This is a great opportunity for an experienced customer service professional ready to take the next step into a senior, influential role. Key responsibilities
- Act as a subject matter expert across products, services, and processes
- Manage complex enquiries and escalated member cases with professionalism and care
- Deliver support across multiple channels (phone, email, webchat, SMS)
- Provide real-time guidance and coaching to team members
- Support the Team Leader and step into leadership responsibilities when required
- Assist with onboarding, training, and buddying of new team members
- Identify process improvements and contribute to continuous team development
- Champion a member-first approach to drive exceptional service outcomes About You
- Demonstrated experience in a customer service or contact centre environment (financial services or membership-based organisations highly regarded)
- Proven ability to manage complex or sensitive customer interactions
- Strong communication skills with a solutions-focused mindset
- Experience using contact centre systems and CRM platforms
- A natural ability to coach, support and influence others
- Highly organised, adaptable, and comfortable working in a quick-paced environment Applications close: Friday 29th of May Benefits
- Values led organisation: We Create opportunity, Pursue excellence, Achieve together
- Monthly Health and Wellbeing sessions, weekly learning labs, generous reward and recognition program
- The people, you'll work with like-minded and talented colleagues who aspire to be the best
- Our members, they are at the heart of everything that we do
- Hybrid working, spend at least three days a week in the office
- Busy, fast paced, and we are passionate about what we do
- Paid parental, volunteer, study leave and the ability purchase additional leave
- Annual incentive scheme
- Learning & Professional Development opportunities
- We are global, so global mindsets are encouraged #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rpn95