Hybrid Customer Service Team Lead - Coaching & Performance

Pepper; Adelaide; Hybrid; AUD 65,000 - 85,000; Full time

Job summary

Pepper Money in Adelaide seeks a Team Leader, Contact Centre to guide a team of Customer Service Specialists in delivering outstanding customer outcomes while upholding quality and compliance. The role includes weekend roster work and a focus on coaching and performance.

You will drive continuous improvement, manage workloads and collaborate with stakeholders to achieve shared goals, fostering an inclusive, high-performance culture within Pepper's values.

Qualifications

• Leadership experience in a contact centre or similar environment.
• Coaching and performance management skills.
• Strong stakeholder management and collaboration abilities.

Responsibilities

• Lead and coach a team of Customer Service Specialists to deliver outstanding customer outcomes.
• Manage workloads and weekend rosters, ensuring coverage and service levels.
• Uphold quality and compliance standards across the team.
• Foster continuous improvement through coaching, feedback, and process optimisation.
• Collaborate with stakeholders to align team goals with Pepper Money values.

Job description

Pepper Money in Adelaide seeks a Team Leader, Contact Centre to guide a team of Customer Service Specialists in delivering outstanding customer outcomes while upholding quality and compliance. The role includes weekend roster work and a focus on coaching and performance.

You will drive continuous improvement, manage workloads and collaborate with stakeholders to achieve shared goals, fostering an inclusive, high-performance culture within Pepper's values.