Customer Service Team Leader in North Sydney

The Team Leader of Customer Operations is responsible for the daily performance and professional development of the customer operations team. This role ensures that all customer interactions post settlement are handled with precision, empathy, and speed. You will bridge the gap between high-level strategy and daily execution, ensuring the team meets its SLAs while fostering a culture of continuous improvement and digital innovation.

Key Responsibilities

• Operational Excellence & Reporting
  • Day-to-Day Management: Oversee the daily workflow, ensuring phone queues, email inboxes, and application processing stages are managed within agreed Service Level Agreements (SLAs).
  • Weekly Reporting: Analyse and present team performance data to management, including volume trends, resolution rates, and customer satisfaction scores.
  • Escalation Management: Serve as the primary point of contact for complex customer issues, navigating sensitive financial or employer-specific leasing disputes to a professional resolution.
• People Development & Leadership
  • Coaching & 1:1s: Conduct regular one-on-one meetings focused on both performance metrics and personal career growth. Provide real-time "on-the-floor" coaching to improve conversational soft skills.
  • Onboarding: Lead the induction process for new hires, ensuring they understand the complexities of novated leasing, FBT implications, and internal CRM systems.
  • Training: Identify knowledge gaps and facilitate ongoing training sessions to keep the team updated on legislative changes or new product offerings.
• Quality & Compliance
  • Quality Assurance (QA): Perform regular audits of recorded calls and written correspondence to ensure accuracy, compliance with financial regulations, and adherence to the company’s brand voice.
  • Risk Mitigation: Ensure all team members follow mandatory compliance checklists for lease contracts and payroll authorizations.
• Innovation & Process Improvement
  • Process Optimisation: Proactively identify bottlenecks in the customer journey (e.g., delays in financier approvals) and recommend workflow adjustments to increase efficiency.
  • AI & Digital Adoption: Champion the integration of AI tools within the service desk (e.g., automated transcriptions, AI-driven chatbots, or sentiment analysis) to reduce manual tasks and improve the customer experience.

Key Performance Indicators (KPIs)

• Team SLAs: Average speed to answer and first-contact resolution rates.
• Quality Score: Maintaining a minimum 90% pass rate on monthly QA audits.
• Employee Engagement: Retention rates and feedback from direct reports.
• Process Efficiency: Measured reduction in manual handling time through AI or process improvements.

Selection Criteria

• Experience: Previous experience in a Team Lead or Senior Officer role within financial services, leasing, or insurance.
• Technical Savvy: High proficiency in a CRM software and a genuine interest in leveraging AI to improve service delivery.
• Communication: Exceptional verbal and written skills, with the ability to explain complex financial concepts in "plain English."
• Leadership Style: A proactive, supportive leader who remains calm under the pressure of seasonal peaks.