Team Leader, Contact Centre — Lead, Coach & Elevate CX

Pepper Money Limited; Adelaide; Hybrid; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Hybrid working model

Development opportunities

Recognition program

Flexible leave options

Employee discounts

Job summary

Pepper Money in Adelaide is seeking a Team Leader, Contact Centre to guide a team of Customer Service Specialists toward outstanding customer outcomes and strong operational performance. You will coach, develop and support your people while prioritising quality, compliance and customer experience.

This permanent role includes weekend shifts and requires a hands-on leader who can balance speed with accuracy, drive continuous improvement, and collaborate across the business to deliver win‑win

Qualifications

• Experience leading teams in a contact centre or service environment.
• Proven ability to coach, mentor and develop team capability.
• Track record of improving team performance through leadership.
• Thrives in fast-paced settings and can manage competing priorities.
• Uses customer, quality and operational data to drive decisions.
• Builds strong relationships across teams and stakeholders.
• Communicates confidently and influences outcomes at all levels.
• Leads with accountability in a dynamic environment.

Responsibilities

• Lead, coach and develop a team of Customer Service Specialists to deliver outstanding 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 achieve objectives.
• Support team members with complex customer enquiries, escalations and decision‑making.
• Drive continuous improvement to enhance customer experience and efficiency.
• Collaborate with stakeholders across Customer Service and the business to achieve shared outcomes.
• Lead through change initiatives and support adoption of new processes.
• Promote a strong risk and compliance culture while ensuring regulatory obligations are met.

Skills

People leadership

Coaching skills

Stakeholder management

Data-driven decisions

Operational leadership

Job description

Pepper Money in Adelaide is seeking a Team Leader, Contact Centre to guide a team of Customer Service Specialists toward outstanding customer outcomes and strong operational performance. You will coach, develop and support your people while prioritising quality, compliance and customer experience.

This permanent role includes weekend shifts and requires a hands-on leader who can balance speed with accuracy, drive continuous improvement, and collaborate across the business to deliver win‑win