Customer Service Team Leader - Coaching & Impact

Pepper Group; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Development

Recognition program

Hybrid work

Health benefits

Referral bonus

Job summary

Pepper Money is seeking a Team Leader – Customer Service to lead a group of Customer Service Specialists, delivering outstanding experiences while driving strong operational performance. The role includes coaching, developing and supporting the team, with weekend roster requirements.

This permanent opportunity is ideal for an experienced people leader who drives impact on team performance and customer outcomes, quality and compliance. Hybrid work and a focus on growth are offered.

Qualifications

• Experience leading teams in contact centre, customer service or operations.
• Proven ability to coach, mentor and grow team capability.
• Track record of improving team performance through leadership.
• Ability to manage competing priorities in fast-paced environments.
• Use data to drive informed decisions and improvements.

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 meet business objectives.
• Support team members with complex customer enquiries, escalations and decision-making.
• Drive continuous improvement to enhance customer experience and operational efficiency.
• Collaborate with stakeholders across Customer Service and the broader business for shared outcomes.
• Lead through change initiatives and support adoption of new processes and ways of working.
• Promote a strong risk and compliance culture while ensuring regulatory obligations are met.

Skills

Leadership

Coaching

Customer service

Operational leadership

Communication

Stakeholder management

Job description

Pepper Money is seeking a Team Leader – Customer Service to lead a group of Customer Service Specialists, delivering outstanding experiences while driving strong operational performance. The role includes coaching, developing and supporting the team, with weekend roster requirements.

This permanent opportunity is ideal for an experienced people leader who drives impact on team performance and customer outcomes, quality and compliance. Hybrid work and a focus on growth are offered.