Customer Resolutions Team Lead - Coach & Resolve Complex Cases

Pepper Money ANZ; Parramatta; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Development opportunities

Spice Reward and Recognition Program

DE&I initiatives

Hybrid working model

Parental leave

Purchased leave

Free gym membership

Discounted health insurance

Novated leasing

Staff loan rates

Referral bonus

Job summary

Pepper Money ANZ is seeking an experienced Team Leader, Customer Resolutions to lead a skilled team responsible for managing customer complaints, disputes and complex matters with a focus on fair outcomes and regulatory compliance.

You'll coach and develop talent, optimise workflows, and partner with stakeholders to drive timely resolutions in a fast-paced, customer-centric environment.

Qualifications

• Leadership experience within customer service, complaints, dispute resolution or another operational environment.
• Strong track record of coaching, mentoring and developing teams.
• Experience managing complex customer matters and escalations.
• Builds relationships and influences outcomes across stakeholders.
• Uses data, insights and performance metrics to drive improvement.
• Excellent communication at all levels.

Responsibilities

• Lead and develop a team of Customer Case Managers to deliver fair, timely and customer-focused outcomes.
• Oversee complaint and dispute management activities, ensuring regulatory timeframes and service standards are achieved.
• Manage team workflow, capacity and priorities for efficient resolution.
• Provide coaching and guidance on complex customer cases and escalations.
• Foster an accountable, high-performing, customer-focused team culture.
• Identify complaint trends and opportunities to improve customer and business outcomes.
• Build relationships with stakeholders across the business to drive effective resolutions.
• Support continuous improvement and regulatory change initiatives.
• Promote a strong risk and compliance culture within the team.

Skills

Leadership

Coaching

Stakeholder influence

Data-driven

Communication

Problem solving

Regulatory awareness

Adaptability

Job description

Pepper Money ANZ is seeking an experienced Team Leader, Customer Resolutions to lead a skilled team responsible for managing customer complaints, disputes and complex matters with a focus on fair outcomes and regulatory compliance.

You'll coach and develop talent, optimise workflows, and partner with stakeholders to drive timely resolutions in a fast-paced, customer-centric environment.