Team Leader, Customer Service - Hybrid & Growth-Driven

Pepper; Adelaide; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Development opportunities

Spice Reward and Recognition Program &

DE&I initiatives

Hybrid working model

Parental leave policies

Free gym membership

Novated leasing and staff loan options

$2000 referral bonus

Job summary

Pepper Money is seeking a Team Leader in Adelaide, SA to lead a team of Customer Service Specialists, delivering exceptional customer outcomes while maintaining high standards of quality and compliance. The role involves coaching, development and supporting your team, with weekend roster requirements.

You will partner with stakeholders across Customer Service and the wider business to drive performance, manage workloads and foster a positive, inclusive culture that aligns with Pepper's values.

Qualifications

• Experience leading teams in contact centres or customer service.
• Proven coaching and development capability.
• Track record of improving team performance through leadership.
• Ability to manage competing priorities in fast-paced environments.
• Use customer, quality and operational data to drive decisions.
• Build relationships across teams and stakeholder groups.
• Strong communication and influencing skills.
• Lead with accountability and foster an inclusive team culture.

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 objectives are met.
• 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 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 experience

Coaching and development

Performance management

Data-driven decisions

Stakeholder collaboration

Communication

Accountability and inclusion

Job description

Pepper Money is seeking a Team Leader in Adelaide, SA to lead a team of Customer Service Specialists, delivering exceptional customer outcomes while maintaining high standards of quality and compliance. The role involves coaching, development and supporting your team, with weekend roster requirements.

You will partner with stakeholders across Customer Service and the wider business to drive performance, manage workloads and foster a positive, inclusive culture that aligns with Pepper's values.