Member Services Team Leader
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Join a growing dynamic Aboriginal Corporation. The focus of this role is to provide an excellent level of Member Services.
Banjima Native Title Aboriginal Corporation RNTBC (BNTAC) is the prescribed body corporate holding native title on trust for the Banjima People.
The Banjima native title determination area covers a large area of land and waters in the Pilbara region of Western Australia. There are approximately 500 adult Banjima People and many more Banjima children.
BNTAC is a charitable organisation with several objectives that include; to provide relief for disadvantaged Aboriginal people, maintain and support traditions, laws, language and culture of Banjima people, as well as provide economic, social and cultural benefits, including housing, training and education. BNTAC also acts as the ‘Local Aboriginal Corporation’ under two large indigenous land use agreements between mining companies and the Banjima People.
The primary objective of this exciting and rewarding role is to help with the establishment of the corporation’s members services within BNTAC. Working closely with the Member Services Manager you will be responsible for leading a small dedicated customer focused team in the corporation’s contact centre. Your focus will be the delivery of an outstanding customer experience for our members through the continual coaching and development of your team of Member Service Officers, in what can, at times, be a demanding working environment.
Based in our office in East Perth this is a unique opportunity to be part the newly established Executive Office team as the organisation grows.
Duties and responsibilities include but are not limited to:
- Develop a cohesive, well trained and professional team with a strong team spirit, based on a positive can do attituded
- Develop and implement process and procedures for member services;
- Ensure compliance with distribution policies
- Manage processes to attract, recruit, develop, retain and engage successful member
- service officers;
- Commitment to establishing and maintaining high level customer service and satisfaction;
- Maintain electronic and manual files, including the membership database, and keep records up to date, secure and accessible as appropriate;
- Manage all incoming and outgoing communications (e.g. telephone, electronic, hard copy and in person) from members, whilst adhering to strict confidentiality processes and procedures
- Generate required information and reports
- Periodic travel to the Pilbara region to engage and inform members and attend meetings as required.
- Support the planning and execution of BNTAC events, as required; and
- Other duties as required by the Member Services Manager and/or CEO.
- Experience as a Team Leader responsible for coaching and developing a number of Member Service Officers and administering member services;
- High level interpersonal skills with the ability to establish and maintain positive and productive relationships with members, major partners and stakeholders;
- Ability to work in a busy environment whilst managing conflicting demands;
- Ability to think critically and demonstrate initiative;
- Ability to handle sensitive information, and manage information systems to maintain member records and generate reports;
- High level organisational skills and ability to consistently follow-through on tasks in a timely manner; and
- Ability to work with others in a high performing team.
- Cultural competence, especially with Aboriginal people.
Salary and Benefits
Timeframe: One-year contract with the possibility of extension (subject to funding)
Salary Range: $70K – $80K base, plus superannuation
Annual leave: Four (4) weeks
Sick leave: 10 days
Salary Sacrifice: $15,900.00 PA
How to Apply
Please ensure your application consists of the following:
- Current resume – maximum 4 pages; and
- Cover letter addressing the selection criteria – maximum 2 pages.
- All applications should be sent to firstname.lastname@example.org by 9am Monday 5th June 2018.
- Interviews will be held the week beginning 11th June
To request a copy of the Position Description, or to request a call back for a confidential discussion about this role, please email your request to email@example.com
Aboriginal applicants are strongly encouraged to apply.