Team Leader - Customer Service (Hybrid, Gym & Development)

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

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