Client Service Team Leader

Job Summary:

The Client Services Team Leader is responsible for delivering consistent, high‑quality client service outcomes by leading, coaching and developing a team of Client Services Officers. The role plays a critical part in ensuring service excellence across all client contact channels while acting as a subject‑matter expert across HUB24 products, processes and systems.

The Team Leader drives a strong service culture, ensures adherence to service levels and compliance obligations, and partners closely with internal stakeholders to deliver a seamless adviser and investor experience.

Responsibilities:

• Lead, coach and develop a high‑performing Client Services team, fostering a culture of service excellence aligned to HUB24 values.

• Manage team performance through regular 1:1s, feedback, coaching and targeted capability uplift, including recruitment and onboarding where required.

• Oversee day‑to‑day service delivery, allocating workflow to ensure service standards, quality and turnaround times are consistently met across all channels.

• Act as an escalation point for complex, urgent or sensitive client and adviser matters, including key and high‑net‑worth arrangements.

• Drive quality, coaching and continuous improvement initiatives through call monitoring, quality reviews and Voice of Customer insights.

• Identify service risks, trends and improvement opportunities, implementing solutions to enhance efficiency and client experience.

• Build strong relationships with internal stakeholders including Product, Sales, Compliance, Risk, IT and Strategy, providing clear insights and performance reporting.

• Ensure adherence to governance, compliance and regulatory obligations, supporting audits, risk reviews and documentation standards.

• Partner with key dealer groups through training, advisory support and participation in sales activities as required.

Requirements:

• 5+ years’ experience in financial services, ideally within platforms, client services or contact centre environments.

• Proven experience leading, coaching or developing teams while balancing operational delivery and continuous improvement.

• Strong understanding of domestic financial products, including investment platforms, superannuation, managed accounts and administration processes.

• Demonstrated ability to manage operational performance, service levels and quality frameworks.

• Excellent stakeholder management, communication (written and verbal) and problem‑solving skills.

• Ability to influence, negotiate and present clearly and persuasively to achieve positive outcomes.

• A client‑first mindset with a strong focus on service excellence and commercial outcomes.

• Calm, resilient and considered under pressure, with the agility to adapt in a fast‑moving environment.

• A positive, growth‑oriented mindset with a strong commitment to continuous improvement.