Team Leader - Customer Service

Who We Are

At Pepper Money, we’re dedicated to helping people succeed, whether it’s buying a family home, a dream car, developing professionally, or growing their business. We’ve become one of the largest, most trusted, and award-winning non-bank lenders in Australia and New Zealand. Over our 24 years, we’ve achieved a lot, but our proudest accomplishment is helping over half a million Australians reach their goals with our ever-expanding lending options.

The Role

We’re looking for an experienced Team Leader Customer Service to join our team on a 12‑month maternity leave cover. In this role, you’ll lead a team of friendly, reassuring people whose voices our customers turn to during tough times. You’ll guide your team to work with empathy and care, helping them find meaningful solutions that support customers through their challenges, all while delivering top‑notch customer service.

If you’re passionate about people, great at problem-solving, and want to be part of a team that truly cares, we’d love to hear from you! Here’s what your day could look like:

• Hardship Assessments: You’ll take the time to understand each customer’s unique situation and work with them to find the right solutions when they’re experiencing financial hardship.
• Real conversations: You’ll bring empathy and clarity to every interaction, keeping customers and stakeholders in the loop with timely, thoughtful updates.
• Collaboration: You’ll work closely with teams across the business to create smooth, supportive experiences that truly make a difference for our customers.

About you

We’re looking for someone who is great with not only people but also understanding and analysing numbers. Here’s what we’re looking for:

• Customer Advocate: You are great at connecting with people and know how to have real conversations. You genuinely care about customers and always look out for their best interests.
• Team Leadership: You have experience coaching, developing, and supporting others. You know how to build a positive team culture, lift capability, and lead by example.
• Systems knowledge: You understand the value of technology and how to leverage different systems and tech to achieve outcomes.
• Risk and Compliance: You understand the importance of doing things by the book and can apply legislation in a way that supports both the customer and the business.
• Clear Communicator: Whether it’s writing an email or having a chat, you know how to get your message across clearly and confidently.
• Sound Decision-Maker: You’re confident making judgment calls and enjoy having the autonomy to solve problems and make things happen.

At Pepper Money, collaboration is just as vital as your skills. Our values are the heartbeat of our success, driving everything we do:

Can Do: We think outside the box and harness the power of teamwork to achieve the extraordinary.
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

At Pepper, we're dedicated to making this a fantastic place to work and supporting you every step of the way. Enjoy a values-driven, diverse environment with a leadership team that inspires success and a culture that rewards excellence. We're always finding new ways to make Pepper a place for everyone:

• 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 www.peppermoney.com.au.

Pepper is proud of our inclusive and diverse workplace that we have built over the last 21 years. Diversity is embedded in our people practices, the way we communicate and connect with each other, and it is recognised throughout our values.