Customer Service - Team Lead
Core
Oversee a small team of Customer Service Officers, providing coaching and support while handling complex customer escalations and operational requests for Australian SMEs.
Role type
Team Lead, Customer Service
Builds
Customer support operations and onboarding for financial products
Domain
Financial services / SME lending
Deliverable
client delivery
Required skills
Team leadership, coaching, conflict resolution, data analysis, process improvement, product knowledge, stakeholder management, sales negotiation, credit decisioning
Preferred skills
Experience in lending or credit, financial services sales
Technologies
Everyday tools and technology
Responsibilities
Allocate workloads and create fair rosters, coach and train team members, handle critical customer escalations, connect directly with customers via inbound calls, ensure alignment with quality standards and targets, track performance data, guide team through new process rollouts
Seniority
Individual Contributor, Team Lead
