Customer Service Team Lead: Lead, Coach & Elevate Outcomes

Pepper Money Limited; New South Wales; Hybride; AUD 90 000 - 110 000; Plein temps

Avantages offerts par ce poste

Development opportunities

Recognition program

Hybrid working model

Health insurance

Novated leasing

Staff loan

Résumé du poste

Pepper Money Limited in Australia is seeking a Team Leader – Customer Service to guide a team of Customer Service Specialists, coaching and developing talent while delivering outstanding customer outcomes. The role involves rostering weekend work and partnering with stakeholders to meet service levels.

You will lead change, drive continuous improvement, ensure compliance, and foster an inclusive, high-performing culture aligned to Pepper's values.

Qualifications

• Experience leading a contact centre, customer service or operations team.
• Proven ability to coach, mentor and build capability across teams.
• Track record of improving performance through effective leadership.

Responsabilités

• 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.
• Work closely with stakeholders across Customer Service and the broader business to achieve shared outcomes.
• Lead your team through change initiatives and support the successful adoption of new processes and ways of working.

Connaissances

Leadership

Coaching

Customer Service

Operations

Outils

Contact centre software

Description du poste

Pepper Money Limited in Australia is seeking a Team Leader – Customer Service to guide a team of Customer Service Specialists, coaching and developing talent while delivering outstanding customer outcomes. The role involves rostering weekend work and partnering with stakeholders to meet service levels.

You will lead change, drive continuous improvement, ensure compliance, and foster an inclusive, high-performing culture aligned to Pepper's values.