Team Leader - Customer Resolutions

Pepper Money ANZ; Parramatta; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Development opportunities

Spice Reward and Recognition Program

DE&I initiatives

Hybrid working model

Parental leave

Purchased leave

Free gym membership

Discounted health insurance

Novated leasing

Staff loan rates

Referral bonus

Job summary

Pepper Money ANZ is seeking an experienced Team Leader, Customer Resolutions to lead a skilled team responsible for managing customer complaints, disputes and complex matters with a focus on fair outcomes and regulatory compliance.

You'll coach and develop talent, optimise workflows, and partner with stakeholders to drive timely resolutions in a fast-paced, customer-centric environment.

Qualifications

• Leadership experience within customer service, complaints, dispute resolution or another operational environment.
• Strong track record of coaching, mentoring and developing teams.
• Experience managing complex customer matters and escalations.
• Builds relationships and influences outcomes across stakeholders.
• Uses data, insights and performance metrics to drive improvement.
• Excellent communication at all levels.

Responsibilities

• Lead and develop a team of Customer Case Managers to deliver fair, timely and customer-focused outcomes.
• Oversee complaint and dispute management activities, ensuring regulatory timeframes and service standards are achieved.
• Manage team workflow, capacity and priorities for efficient resolution.
• Provide coaching and guidance on complex customer cases and escalations.
• Foster an accountable, high-performing, customer-focused team culture.
• Identify complaint trends and opportunities to improve customer and business outcomes.
• Build relationships with stakeholders across the business to drive effective resolutions.
• Support continuous improvement and regulatory change initiatives.
• Promote a strong risk and compliance culture within the team.

Skills

Leadership

Coaching

Stakeholder influence

Data-driven

Communication

Problem solving

Regulatory awareness

Adaptability

Job description

Who We Are

At Pepper Money, we've spent more than 26 years helping people achieve their goals. Today, we're one of Australia and New Zealand's leading non-bank lenders, supporting more than half a million customers with a range of lending solutions. While we're proud of our growth and success, it's our people, partnerships and willingness to do things differently that continue to drive us forward.

The Role

As a Team Leader, Customer Resolutions, you'll lead a team responsible for managing customer complaints, disputes and complex customer matters. You'll play a critical role in creating positive customer outcomes while ensuring regulatory obligations, service standards and business objectives are consistently met. This opportunity is ideal for an experienced people leader who thrives in customer-focused environments and enjoys coaching teams through complex and sensitive situations.

• Lead and develop a team of Customer Case Managers to deliver fair, timely and customer-focused outcomes.
• Oversee complaint and dispute management activities, ensuring regulatory timeframes and service standards are achieved.
• Manage team workflow, capacity and priorities to ensure matters are resolved efficiently and effectively.
• Provide coaching, technical guidance and support on complex customer cases and escalations.
• Foster an accountable, high-performing and customer-focused team culture.
• Identify complaint trends, root causes and improvement opportunities to enhance customer and business outcomes.
• Build strong relationships with stakeholders across the business to drive effective resolutions.
• Support continuous improvement initiatives and help embed operational and regulatory change.
• Promote a strong risk and compliance culture across the team.

About You

You're a customer-focused leader with strong people management skills and a passion for delivering fair and positive customer outcomes. You enjoy developing others, solving complex problems and creating an environment where people can perform at their best.

• Bring leadership experience within customer service, complaints, dispute resolution or another operational environment.
• Demonstrate a strong track record of coaching, mentoring and developing successful teams.
• Have experience managing complex customer matters and escalations.
• Build strong relationships and influence positive outcomes across a broad range of stakeholders.
• Use data, insights and performance metrics to drive improvement and operational excellence.
• Communicate confidently and effectively at all levels.
• Apply sound judgement when balancing customer outcomes, regulatory requirements and business needs.
• Thrive in a fast-paced environment and adapt effectively to changing priorities.

Our Values

• Can Do: We look for better ways of doing things and work together to deliver great outcomes.
• Balanced: We set our customers up for success, crafting win-win outcomes that are both human and profitable.
• Real: We keep it honest and respect everyone, building genuine connections.

Our Benefits

• Development: a full suite of development opportunities and a great team to learn from
• Recognition: Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I initiatives
• Flexibility: Embrace our hybrid working model, flexible parental leave policies and purchased leave options
• Health and Wealth: Free gym membership, discounted health insurance policies, novated leasing and staff loan rates to manage your mind, body and wallet!
• Referral Bonus: Earn $2000 for referring great people.

For more information on Pepper visit www.peppermoney.com.au.

At Pepper, we're proud of the inclusive and diverse workplace we've built over the past 26 years. Creating a culture where people feel respected, supported and able to be themselves is part of who we are. It's reflected in our values, our people practices, and the way we work together every day.