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Take hold of a monster opportunity Why join us? - You'll get 14% super as standard, to help your future come alive.
- Unleash your potential and build a career to be proud of through excellent training and development opportunities.
- Balance your work between in-person days at our purpose-built hubs and working from home.
- In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.
About the role We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Team Leader - Employer Support Centre, you will lead a team of customer support professionals responsible for servicing employers across all ART contribution platforms, including Employer Online, Precision clearing house and Beam. You will set the standard for service excellence, create a strong performance culture, and empower your team to deliver high‑quality support experiences for employers and payroll partners. Day to day, you'll: - Lead, coach and manage the Employer Support Centre team to deliver high‑quality Tier 2 support to internal and external stakeholders.
- Set clear expectations and inspire a high‑performance culture through strong communication, ethical leadership and customer focus.
- Monitor individual and team performance, providing regular feedback, coaching and development to drive engagement and retention.
- Lead the team through change, ensuring new processes and initiatives are effectively embedded.
- Proactively manage escalations to minimise customer impact and ensure timely resolution.
- Champion continuous improvement through customer feedback insights (CSAT, NPS) and service performance trends.
- Build strong relationships with business stakeholders to support service delivery, platform quality and time‑to‑market outcomes.
- Oversee risk and compliance obligations, including incidents, breaches and audit requirements.
- Provide clear reporting and insights on team performance, complaints and customer experience trends.
This role is available as a 12-month max-term/ secondment opportunity. About you It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too: - Demonstrated understanding and application of the principals involved in change management and coaching a team.
- A genuine passion for customer service and the ability to inspire and lead others to deliver outstanding customer experiences.
- Demonstrated business and commercial acumen through communication of complex issues, assessment of risk and improvement recommendations.
- Ability to influence key decision makers and stakeholders to achieve strategic outcomes.
- Ability to interpret team data points and measurables to drive proactive analytics.
About us Our 2.4 million members trust us to take care of over $330 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple. Apply online now Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Awaken your career at Australian Retirement Trust and apply now. Applications close Wednesday, 21 January 2026. We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us – and recruitment is no different. |
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