Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Senior Business and Investor Services Support Associate (Contact Centre) role.

Rezi rewrites your resume against Apex Group Ltd's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Senior Business and Investor Services Support Associate (Contact Centre) posting at Apex Group Ltd — free, in seconds.

About the Role

The role is a senior operational and technical resource within the Contact Centre, responsible for delivering exceptional member and employer experiences while supporting the manager in the day-to-day leadership and development of the team. Working closely with the manager, this role provides coaching, quality assurance, technical guidance, training, and escalation support to ensure the team consistently delivers high-quality service, compliance outcomes, and positive member experiences.

Responsibilities

Effectively manage inbound and outbound calls for various clients
Provide outstanding verbal and written customer service
Be the first contact point for investors, financial advisors, and clients
Respond to queries by both phone and email in a timely and efficient manner
Proactively monitor queues and ensure SLAs are met daily
Assist in driving team engagement, performance, productivity, and service excellence
Serve as a key point of contact for team members requiring guidance on processes, technical enquiries, and member service scenarios
Provide leadership support during periods of manager absence or increased operational demand
Conduct regular quality assurance reviews of member interactions across phone, email, and written correspondence
Deliver constructive and timely feedback to team members that supports continuous improvement
Prepare and maintain quality assurance reporting, trend analysis, and insights for management
Monitor adherence to service standards, member outcomes, compliance requirements, and quality expectations
Provide ongoing coaching and support to improve communication, empathy, active listening, member engagement, and call control techniques
Coach team members on effective objection handling, difficult conversations, and de-escalation techniques
Reinforce customer-centric behaviours and service excellence standards
Support the development of professional written communication skills across email and correspondence channels
Promote a culture of accountability, confidence, and continuous learning
Organize and maintain the mailroom and all supplies
Collect, receive, sort and distribute mail to proper recipients or departments
Prepare and execute mailouts, including franking of envelopes
Perform other ad hoc administrative duties as required

Requirements

Demonstrated experience (at least 2 years) within a contact centre or administration environment
Experience conducting coaching, training, mentoring, or quality assurance activities
Strong analytical and problem-solving skills
Excellent verbal and written communication skills
Advanced stakeholder management and customer service skills
Strong organisational and time management capability
Knowledge of complaint handling frameworks and dispute resolution processes

Skills

Coaching
Training
Mentoring
Quality Assurance
Analytical skills
Problem-solving skills
Verbal communication skills
Written communication skills
Stakeholder management
Customer service skills
Organisational skills
Time management
Complaint handling
Dispute resolution

Location

Sydney, Australia

Work Type

Full-time

Experience Level

Senior
At least 2 years in a contact centre or administration environment

Salary/Compensations

Competitive remuneration commensurate with skills and experience

Benefits

Training and development opportunities

About the Company

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.
Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services.
With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.
Your career with us should reflect your energy and passion.
That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.
Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.
For our business, for clients, and for you
We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

Equal Opportunity

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.
Personal data provided by job applicant(s) will be used for recruitment purposes only and will be treated strictly confidential. Such personal data can be accessed by different Apex stakeholders within and out of country for the consideration of the job application hereunder. Application made by the job applicant(s) constitutes the irrevocable consent of the job applicant for her/his personal data to be used by Apex stakeholders within or outside country for the purpose of this recruitment.