Customer Resolutions Team Leader: Lead, Coach & Resolve

Pepper; Parramatta; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid working model

Spice Rewards program

DE&I initiatives

Wellbeing benefits

Job summary

Pepper Money is seeking a Team Leader, Customer Resolutions in Parramatta to lead a team handling customer complaints, disputes and complex matters. You will ensure regulatory obligations, service standards and business goals are met while coaching staff to deliver fair outcomes.

Ideal candidates bring proven leadership in customer service, experience with coaching teams on complex matters, and the ability to influence across multiple stakeholders.

Qualifications

• You're a customer-focused leader with strong people management skills and a passion for delivering fair and positive customer outcomes.
• You enjoy developing others, solving complex problems and creating an environment where people can perform at their best.
• Use data, insights and performance metrics to drive improvement and operational excellence.

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 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.

Skills

Leadership

Coaching

Stakeholder management

Data analysis

Communication

Regulatory/compliance understanding

Job description

Pepper Money is seeking a Team Leader, Customer Resolutions in Parramatta to lead a team handling customer complaints, disputes and complex matters. You will ensure regulatory obligations, service standards and business goals are met while coaching staff to deliver fair outcomes.

Ideal candidates bring proven leadership in customer service, experience with coaching teams on complex matters, and the ability to influence across multiple stakeholders.