Our client, a purpose-driven organisation in the financial services sector, is seeking a motivated and empathetic Team Leader – Customer Support to lead a high-performing team focused on delivering exceptional service while managing collections, delinquency and financial hardship portfolios.
This is a key leadership role within the Operations department and presents an exciting opportunity for someone passionate about people leadership, customer advocacy and continuous improvement.
Key Responsibilities
Lead, coach and develop a team of Customer Support Officers to meet performance targets while delivering high-quality service.
Ensure all accounts are actioned daily and collection processes are compliant with regulatory requirements.
Drive customer-centric outcomes by balancing empathy with strong negotiation and risk mitigation skills.
Resolve escalated customer issues with fairness and professionalism, and implement improvements to prevent recurrence.
Ensure appropriate actions are taken for delinquent accounts, including escalating legal matters when necessary.
About You
Proven leadership experience in a collections, contact centre or customer operations environment.
Deep understanding of financial hardship management, credit and privacy legislation and compliance frameworks.
Strong interpersonal and communication skills, with the ability to engage teams and build trust with vulnerable customers.
What's on Offer
Free lunches, barista coffee machine and newly renovated offices
The opportunity to make a real impact in a role that blends leadership, service and social responsibility.
A supportive and inclusive workplace committed to continuous improvement, learning and growth.
If you're an experienced team leader with a passion for people and a heart for service, we'd love to hear from you.
Apply now to take the next step in your leadership journey.
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