Our goal is to find an exceptional Team Leader – Customer Support professional who can lead a high-performing team in delivering outstanding service.
Job Overview
This key leadership role within Operations presents an opportunity for someone passionate about people leadership, customer advocacy and continuous improvement.
Main Responsibilities:
* Develop and manage a team of Customer Support Officers to meet performance targets while delivering high-quality service.
* Evaluate all accounts daily to ensure collection processes comply with regulatory requirements.
* Promote customer-centric outcomes by balancing empathy with strong negotiation and risk mitigation skills.
* Resolve escalated customer issues fairly and professionally, implementing improvements to prevent recurrence.
* Take appropriate actions for delinquent accounts, including escalating legal matters when necessary.
About You
Proven leadership experience in collections, contact centre or customer operations environments.
Deep understanding of financial hardship management, credit and privacy legislation and compliance frameworks.
Strong interpersonal and communication skills, engaging teams and building trust with vulnerable customers.
We offer a dynamic work environment that supports professional growth and development.
You will have the opportunity to work with a talented team and contribute to our organisation's success.