Contact Centre Team Leader

Location : Lavender Bay, NSW

The Company

This is a start-up fintech organisation that provides non-bank lending services. Their core focus is to provide a fair approach to lending money, prioritising the financial wellbeing of their customers.

As this organisation is in a rapid-growth phase, there will be plenty of opportunities for professional development and career progression.

The Role

This role has become available due to the growth of the organisation. In this role, you will report directly to the Head of Operations and be responsible for supporting a team of Customer Service Advisors.

You will monitor and manage team performance to increase capability, act as the first point of contact for escalations, and instill a strong customer-centric culture amongst staff.

Roles and Responsibilities :

• Supporting and mentoring a team of Customer Service Advisors by assisting with complex queries and ensuring they are meeting their performance goals.
• Act as the first point of contact for escalations and customer complaints.
• Manage team performance ensuring they are meeting individual and team-based KPIs / objectives.
• Support the Head of Operations in delivering key business objectives.
• Build strong relationships with internal and external stakeholders.

Skills and Experience :

How to Apply

Please note, only Australian Citizens / Permanent Residents will be considered for this role.

Given expected interest in these positions, please be aware, only those shortlisted individuals will be contacted.