Customer Resolutions Team Leader | Hybrid Work & Growth

Pepper Money Limited; Parramatta; Hybride; AUD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Development opportunities

Spice Reward and Recognition program

DEI initiatives

Hybrid working model

Flexible parental leave policies

Purchased leave options

Free gym membership

Discounted health insurance policies

Novated leasing

Staff loan rates

Referral bonus

Résumé du poste

Pepper Money Limited is seeking a Team Leader, Customer Resolutions to lead a team resolving customer complaints and complex matters. You will coach staff, oversee disputes, and ensure service standards and regulatory obligations are met.

The role focuses on guiding a high-performing team, driving outcomes, and building strong stakeholder partnerships across Pepper Money. This is a leadership position in a customer-centric environment.

Qualifications

• Lead a customer-focused team mindset and coach colleagues.
• Track and improve team performance using data and metrics.
• Build and maintain productive relationships with stakeholders across the business.
• Balance customer outcomes with regulatory requirements and business needs.

Responsabilités

• 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 to ensure matters are resolved efficiently and effectively.
• Provide coaching, technical guidance and support on complex customer cases and escalations.
• Foster an accountable, high-performing and customer-focused team culture.
• Identify complaint trends, root causes and improvement opportunities to enhance customer and business outcomes.
• Build strong relationships with stakeholders across the business to drive effective resolutions.
• Support continuous improvement initiatives and help embed operational and regulatory change.
• Promote a strong risk and compliance culture across the team.

Connaissances

Leadership

Coaching

Stakeholder relationships

Data-driven improvement

Communication

Regulatory/compliance knowledge

Description du poste

Pepper Money Limited is seeking a Team Leader, Customer Resolutions to lead a team resolving customer complaints and complex matters. You will coach staff, oversee disputes, and ensure service standards and regulatory obligations are met.

The role focuses on guiding a high-performing team, driving outcomes, and building strong stakeholder partnerships across Pepper Money. This is a leadership position in a customer-centric environment.