Customer Service - Team Lead
Shift is a business specialist dedicated to helping Australian SMEs manage cashflow, streamline trade terms, and choose the right financial products. We've helped more than 25,000 businesses and provided over $3.5 billion in aggregate funding.
About the role: Oversees a small team of Customer Service Officers, providing coaching, guidance, and operational support to ensure team members deliver exceptional service after their finance product has been established. The role remains hands‑on with complex customer cases, escalations, and operational requests.
Duties & Responsibilities
* Allocate and monitor workloads and rosters within the team.
* Provide training, coaching, and feedback to improve skills, product knowledge, and compliance.
* Handle critical escalations and sensitive customer matters.
* Lead and coach team members to deliver service excellence.
* Answer inbound customer calls as part of a rotating roster.
* Ensure team adherence to processes, quality standards, and KPIs.
* Oversee operational processes, ensuring compliance and efficiency.
* Analyze performance data and implement improvements.
* Lead process and system change adoption.
* Report team performance to management.
* Foster a collaborative and high‑performing team culture.
Skills & Experience Required
* Ability to build and maintain productive team relationships.
* Advanced product and market positioning skills.
* Conflict resolution and decision‑making under pressure.
* Ability to analyze team performance metrics and implement improvements.
* Technical proficiency in systems used by the team.
* Ability to influence and motivate staff.
* Relationship building with customers, brokers, and stakeholders.
* Negotiation and sales skills, including overcoming objections and closing deals.
* Problem‑solving to address immediate customer needs.
* Knowledge of credit and ability to make decisions within defined scorecards and frameworks.
* High attention to detail and organization in managing multiple onboarding processes concurrently.
* Experience in lending, credit assessment, customer onboarding, or sales within financial services.
* Demonstrated ability to position products in a competitive market and convert enquiries to settled deals.
* Proven track record of delivering high‑quality customer service and meeting performance targets.
* Experience in leading a high‑performance team.
Qualifications
* Relevant qualification in finance, business, or a related field – advantageous.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
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