Client Service Team Leader , Service, Sales Centre & Operations - Brisbane

The role of Team Leader is integral in providing support, instruction and development to this team of dedicated employees. Client Service Consultants are the first point of contact for client queries, and providing solutions to make a better customer experience. 

What will you be doing?

As a Team Leader you will be responsible for the productivity, effectiveness and continuous improvement of your team. Day to day responsibilities will include:

  • Providing ongoing development, coaching and direction to your team members in order to meet objectives and SLA’s
  • Taking ownership of regular performance management activities: 1:1s and performance approvals
  • Cascading key messages throughout your team to ensure an open and knowledgeable workforce
  • Participating in analysing staff levels to meet targets and supporting in staff recruitment
  • Managing client escalations to ensure customer experience is premium
  • Actively manage call queues to ensure same day service
  • Completing call and quality monitoring of the team
  • Ensuring all processes and procedures are undertaken in accordance with Macquarie’s ASX and ASIC policies
  • Ensuring all regulatory requirements are observed

Who are you?

We are looking for someone with a mixture of team management skills, professional communication, strong attention to detail and the passion to lead and develop a team would be ideal. Some extra skills that would also be useful are:

  • Experience working within the Banking & Financial Services industry
  • Tertiary Qualifications
  • Experience within a call centre environment
  • RG 146 / PS 146 Compliant

If this sounds like you, please apply via the below link. Alternatively to find out more about the position and a confidential discussion, please call Sophie Haslam on 02 8237 2213 or alternatively please email

About us:

Banking and Financial Services Group comprises Macquarie's retail banking and financial services businesses, providing a diverse range of personal banking, wealth management and business banking products and services to retail customers, advisers, brokers and business clients. 

Find out more about Macquarie careers at

Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team.

We facilitate a range of flexible working arrangements within our teams. Talk to us about what flexibility is available.

Are you viewing this job on LinkedIn? Click here to apply