Team Leader - Customer Service

Pepper Money Limited; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Spice Reward and Recognition program

DE&I initiatives

Hybrid working model

Parental leave policies

Purchased leave options

Free gym membership

Discounted health insurance policies

Novated leasing

Staff loan rates

Referral bonus $2000

Job summary

Pepper Money is seeking a Team Leader – Customer Service in Sydney. You will lead a team of Customer Service Specialists, coaching and developing performance while ensuring exceptional customer outcomes.

The role involves workload monitoring, handling escalations and partnering with stakeholders to drive improvements, with a roster including weekend shifts and a hybrid work model. We value strong coaching, commercial awareness and the ability to foster an engaging, compliant and high-performing

Qualifications

• This role requires leadership experience in a contact centre or customer service environment.
• Strong coaching and development capabilities with a focus on team performance.
• Ability to use customer, quality and operational data to drive decisions.

Responsibilities

• Lead, coach and develop a team of Customer Service Specialists to deliver outstanding outcomes.
• Monitor workload and service levels to meet business objectives.
• Support team with complex inquiries and escalations.
• Drive continuous improvement in customer experience and efficiency.
• Collaborate with stakeholders across Customer Service and the wider business.
• Lead change initiatives and ensure adoption of new processes and ways of working.
• Promote risk and compliance culture and regulatory adherence.

Skills

Leadership

Coaching

People management

Stakeholder management

Communication

Data-driven decisions

Job description

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.

As a Team Leader – Customer Service 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.

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.

• Full suite of development opportunities and a great team to learn from
• Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I initiatives
• Hybrid working model, flexible parental leave policies and purchased leave options
• Free gym membership, discounted health insurance policies, novated leasing and staff loan rates
• Earn $2000 for referring great people.

Job Summary: This permanent role is a Team Leader – Customer Service at Pepper Money. We are looking for an experienced people leader who will lead a team of Customer Service Specialists and ensure operational performance, compliance and excellent customer service. The role will involve coaching, training, performance management, working closely with stakeholders, change management, risk and compliance culture and driving continuous improvement. The role requires the ability to inspire an engaging and inclusive team culture and a passion for developing high-performing teams. We offer full development opportunities, a hybrid working model, a free gym membership, a Novated leasing program, a staff loan rate and a referral bonus of $2000 for successful referral. The position is full-time permanent and will require rostered weekend work.