Description
Who We AreAt 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 RoleAs 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 rosterThis 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 BenefitsWe 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 fromRecognition: 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 optionsHealth 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 .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.
Description
Who We AreAt 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 RoleAs a Customer Service Specialist, you'll be at the heart of delivering exceptional service to our mortgage and asset finance customers across Australia and New Zealand. You'll manage a broad range of customer enquiries and servicing requests, taking ownership of each interaction and helping customers achieve the best possible outcome. This is a permanent opportunity to join a collaborative team where customer experience, problem-solving and continuous improvement are valued every day. 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.Manage customer enquiries across phone, email and written channels.Provide accurate information on loan accounts, payments, statements, transactions and servicing options.Complete customer account maintenance activities with accuracy and attention to detail.Take ownership of customer requests and work towards first-contact resolution.Investigate enquiries and identify practical solutions to meet customer needs.Support customers to confidently use online and self-service tools.Collaborate with internal teams to resolve more complex enquiries.Maintain accurate records and ensure compliance with business, policy and regulatory requirements.
About youYou're passionate about delivering great customer experiences and thrive in a fast-paced environment where no two days are the same. You combine strong communication skills with sound judgement, attention to detail and a proactive approach to problem-solving. Most importantly, you're someone who genuinely enjoys helping customers and working collaboratively with others.Bring at least 1 year of customer service experience.Communicate confidently and professionally, both verbally and in writing.Demonstrate a strong customer-first mindset and commitment to quality outcomes.Apply sound problem-solving and decision-making skills to resolve customer enquiries.Balance customer needs with compliance, policy and operational requirements.Maintain high levels of accuracy when managing customer information and records.Build strong working relationships across teams to achieve shared outcomes.Adapt quickly to changing priorities and new processes.
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 BenefitsWe 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 fromRecognition: 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 optionsHealth 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 .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.
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 . 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.
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 Customer Service Specialist, you'll be at the heart of delivering exceptional service to our mortgage and asset finance customers across Australia and New Zealand. You'll manage a broad range of customer enquiries and servicing requests, taking ownership of each interaction and helping customers achieve the best possible outcome. This is a permanent opportunity to join a collaborative team where customer experience, problem-solving and continuous improvement are valued every day. 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. Manage customer enquiries across phone, email and written channels. Provide accurate information on loan accounts, payments, statements, transactions and servicing options. Complete customer account maintenance activities with accuracy and attention to detail. Take ownership of customer requests and work towards first-contact resolution. Investigate enquiries and identify practical solutions to meet customer needs. Support customers to confidently use online and self-service tools. Collaborate with internal teams to resolve more complex enquiries. Maintain accurate records and ensure compliance with business, policy and regulatory requirements.
About you You're passionate about delivering great customer experiences and thrive in a fast-paced environment where no two days are the same. You combine strong communication skills with sound judgement, attention to detail and a proactive approach to problem-solving. Most importantly, you're someone who genuinely enjoys helping customers and working collaboratively with others. Bring at least 1 year of customer service experience. Communicate confidently and professionally, both verbally and in writing. Demonstrate a strong customer-first mindset and commitment to quality outcomes. Apply sound problem-solving and decision-making skills to resolve customer enquiries. Balance customer needs with compliance, policy and operational requirements. Maintain high levels of accuracy when managing customer information and records. Build strong working relationships across teams to achieve shared outcomes. Adapt quickly to changing priorities and new processes.
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 . 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.
