Customer Resolutions Team Lead - Coaching & Impact

Pepper Money Limited; New South Wales; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working model

Flexible parental leave

Novated leasing

Free gym membership

Discounted health insurance

Staff loan rates

Recognition program

Job summary

Pepper Money Limited is seeking a Team Leader, Customer Resolutions to lead a dedicated team handling customer complaints, disputes and complex matters. You will drive fair outcomes, ensure regulatory compliance and align with service standards.

You will coach and develop team members, foster strong stakeholder relationships, and promote a culture of risk awareness and continuous improvement in a fast-paced, customer-focused environment.

Qualifications

• Leadership experience in customer service, complaints, dispute resolution or other operational settings.
• Proven track record coaching and developing teams.
• Experience managing complex customer matters and escalations.
• Ability to build relationships and influence across stakeholders.
• Ability to use data, insights and performance metrics to drive improvement.
• Strong verbal and written communication at all levels.
• Sound judgement balancing customer outcomes with regulatory requirements.

Responsibilities

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

Skills

Leadership

People management

Stakeholder management

Coaching

Data-driven

Communication

Job description

Pepper Money Limited is seeking a Team Leader, Customer Resolutions to lead a dedicated team handling customer complaints, disputes and complex matters. You will drive fair outcomes, ensure regulatory compliance and align with service standards.

You will coach and develop team members, foster strong stakeholder relationships, and promote a culture of risk awareness and continuous improvement in a fast-paced, customer-focused environment.