Customer Service Team Lead — Coach & Performance

Pepper Money ANZ; Adelaide; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Development opportunities

Recognition program

Hybrid working model

Parental leave flexibility

Health & insurance benefits

Job summary

Pepper Money ANZ is seeking a Team Leader, Contact Centre in Adelaide to lead a team of Customer Service Specialists and deliver exceptional customer outcomes. You will coach, develop and support your team, creating a high-performing culture while managing a weekend roster as part of a regular schedule.

This permanent role suits an experienced people leader who can drive team performance and customer experience across the business, with a focus on quality and compliance.

Qualifications

• Experience leading a contact centre or customer service team.
• Strong coaching, mentoring and people development capabilities.
• Proven ability to improve team performance using data and insights.
• Comfort managing multiple priorities in a fast-paced environment.

Responsibilities

• Lead, coach and develop a team of Customer Service Specialists.
• Maintain high standards of customer outcomes, quality and compliance.
• Monitor workload, service levels and performance metrics.
• Support complex enquiries, escalations and decision-making.
• Drive continuous improvement in the customer experience and operations.

Skills

Leadership experience

Coaching & development

Customer experience focus

Operational leadership

Stakeholder collaboration

Job description

Pepper Money ANZ is seeking a Team Leader, Contact Centre in Adelaide to lead a team of Customer Service Specialists and deliver exceptional customer outcomes. You will coach, develop and support your team, creating a high-performing culture while managing a weekend roster as part of a regular schedule.

This permanent role suits an experienced people leader who can drive team performance and customer experience across the business, with a focus on quality and compliance.