Team Leader - Customer Service

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

Benefits offered by this job

Development opportunities

Recognition program

Hybrid working model

Health & wellness benefits

Referral bonus

Job summary

Pepper Money is seeking an experienced Team Leader, Contact Centre to lead and develop a team of Customer Service Specialists, delivering exceptional customer outcomes while maintaining compliance. The role includes rostered weekend work and a permanent, full-time arrangement.

You will coach, monitor performance, drive continuous improvement, and collaborate with stakeholders across the business to achieve shared objectives. Hybrid working model applies.

Qualifications

• Experience leading a contact centre or customer service team.
• Strong coaching and development capabilities.
• Proven ability to improve team performance using data and feedback.

Responsibilities

• Lead, coach and develop a team of Customer Service Specialists to deliver outstanding customer outcomes.
• Create a high-performing, accountable team culture aligned to Pepper's values.
• Monitor workload, service levels and operational performance to meet objectives.
• Support team members with complex enquiries and escalations, driving compliant outcomes.
• Drive continuous improvement to enhance customer experience and efficiency.
• Collaborate with stakeholders to achieve shared outcomes and support change initiatives.

Skills

People leadership

Coaching

Customer service excellence

Operational leadership

Stakeholder management

Decision making

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, Contact Centre, you'll lead a team of Customer Service Specialists to deliver exceptional customer experiences while driving strong operational performance. You'll play a key role in coaching, developing and supporting your team, creating an environment where people can perform at their best while maintaining a strong focus on customer outcomes, quality and compliance. Please note that this role includes rostered weekend work. Successful candidates must be flexible and available to work some weekend shifts as part of their regular roster

This permanent opportunity is ideal for an experienced people leader who enjoys developing others and making a meaningful impact on both team performance and customer experience.

• 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.

About you

You're an experienced people leader who is passionate about developing high-performing teams and delivering exceptional customer experiences. You combine strong coaching skills with commercial awareness, operational leadership and the ability to bring people together around a common goal.

• Bring leadership experience within a contact centre, customer service or operational environment.
• Demonstrate a passion for coaching, mentoring and developing team capability.
• Have a proven track record of improving individual and team performance through effective leadership.
• Thrive in fast-paced environments and confidently manage competing priorities.
• Use customer, quality and operational data to drive informed decision-making.
• Build strong relationships across teams and stakeholder groups.
• Communicate confidently and influence positive outcomes at all levels.
• Apply sound judgement when managing customer escalations, people matters and operational challenges.
• Lead with accountability while fostering an engaging and inclusive team culture.

Our values guide how we work, make decisions and support each other.

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

We know that great work happens when people feel supported. That's why we offer benefits that help you grow your career, recognise your contribution and support your wellbeing, whatever stage of life you're in. Here's a snapshot of what you'll find at Pepper:

• 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.

If this role sounds like it's for you and you have experience in tackling some of the day-to-day tasks, we want to hear from you.

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.