Customer Service Team Lead - Coaching & Outcomes (Hybrid)

Pepper; New South Wales; Híbrido; AUD 80.000 - 105.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Development opportunities

Spice rewards program

Hybrid working model

Health and wellness benefits

Referral bonus

Descripción de la vacante

Pepper Money in Australia is seeking a Team Leader – Customer Service to guide a high-performing team and elevate customer outcomes. You will coach, develop and support specialists while managing workload, service levels and compliance in a fast-paced environment.

The role includes weekend roster coverage and a strong focus on coaching, stakeholder collaboration and continuous improvement to deliver exceptional customer experiences.

Formación

• Proven leadership in a contact centre or similar operations.
• Demonstrated ability to coach, mentor and develop team capability.
• Track record of improving team performance and customer outcomes.

Responsabilidades

• Lead and coach a team of Customer Service Specialists to deliver exceptional outcomes.
• Manage workload, service levels and performance against objectives.
• Handle escalations and complex inquiries, guiding decision-making.
• Collaborate with stakeholders to drive process improvements and change adoption.
• Promote compliance and risk awareness within the team.

Conocimientos

People leadership

Coaching and development

Customer service expertise

Operational performance

Descripción del empleo

Pepper Money in Australia is seeking a Team Leader – Customer Service to guide a high-performing team and elevate customer outcomes. You will coach, develop and support specialists while managing workload, service levels and compliance in a fast-paced environment.

The role includes weekend roster coverage and a strong focus on coaching, stakeholder collaboration and continuous improvement to deliver exceptional customer experiences.