Team Leader, Contact Centre — Hybrid Work & Customer Excellence

Pepper Group; South Australia; On-site; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Development opportunities

Recognition program

Hybrid working model

Parental leave policies

Novated leasing

Staff loan rates

Job summary

Pepper Money is seeking a Team Leader, Contact Centre to lead a team of Customer Service Specialists, delivering outstanding customer outcomes while maintaining compliance. The role involves coaching, developing and supporting your team, and managing workload and service levels within a busy contact centre environment.

Weekend rosters are required as part of the regular pattern. You will partner with stakeholders across Customer Service and the broader business to drive continuous improvement,

Qualifications

• Leadership experience in contact centre or similar operations.
• Coaching, mentoring and developing teams to improve performance.
• Ability to use data to drive decisions and improve outcomes.

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.
• 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.
• Promote a strong risk and compliance culture while ensuring regulatory obligations are met.

Skills

Leadership

Coaching

Operational leadership

Stakeholder management

Data-driven decisions

Communication

Job description

Pepper Money is seeking a Team Leader, Contact Centre to lead a team of Customer Service Specialists, delivering outstanding customer outcomes while maintaining compliance. The role involves coaching, developing and supporting your team, and managing workload and service levels within a busy contact centre environment.

Weekend rosters are required as part of the regular pattern. You will partner with stakeholders across Customer Service and the broader business to drive continuous improvement,