Customer Service Team Lead — Coaching Excellence

Pepper Money ANZ; City of Parramatta; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Development opportunities

Recognition program

Hybrid work model

Health & Wellness

Referral bonus

Job summary

Pepper Money is seeking a Team Leader – Customer Service in New South Wales to lead a team of Customer Service Specialists and deliver exceptional customer experiences. The role involves coaching, developing and supporting the team, maintaining high performance, and ensuring quality and regulatory compliance.

Weekend shifts are part of the roster. The successful candidate will bring proven leadership in contact centres or similar environments and a track record of developing high-performing

Responsibilities

• Lead, coach and develop a team of Customer Service Specialists to deliver outstanding customer outcomes.
• Create a positive, accountable and high-performing team culture aligned to Pepper's values.
• Manage team performance through regular coaching, feedback and development conversations.
• Monitor workload, service levels and operational performance to ensure business objectives are achieved.
• Support team members with complex customer enquiries, escalations and decision-making.
• Drive continuous improvement by identifying opportunities to enhance customer experience and operational efficiency.

Job description

Pepper Money is seeking a Team Leader – Customer Service in New South Wales to lead a team of Customer Service Specialists and deliver exceptional customer experiences. The role involves coaching, developing and supporting the team, maintaining high performance, and ensuring quality and regulatory compliance.

Weekend shifts are part of the roster. The successful candidate will bring proven leadership in contact centres or similar environments and a track record of developing high-performing