Customer Service Team Leader

at  Scotpac

Call Centre & Customer Service
Team Leader
We’re on the lookout for a proven Customer Service Team Leader to join our Sydney Asset Finance Operations team and help give our clients every chance of success.
This would be the ideal role for someone who has extensive experience leading Customer Service teams in Equipment Finance Operations. Previous experience in Asset Finance Operations preferred
Our Purpose
We are on a big journey at ScotPac pushing the boundaries of SME lending. We started our journey over 30 years ago with a very relationship focused approach helping the SME market with their cashflow requirements. Customer relationships remains in our DNA.
We want to make it even easier for businesses to obtain the finances that they need to thrive and grow in today’s marketplace with disruptive experiences and products.
How you’ll make an impact:
In this role you will support ScotPac’s customer experience by providing timely and professional customer service to both internal and external stakeholders. Manage and lead a team to support the customer service function.

What you’ll do:

• Manage a team of Customer Service relationship officers.
• Undertake management reporting and attendance at management forums as required.
• Manage banking uploads and other daily banking tasks.
• Answer inbound Asset Finance customer service calls in a professional manner and provide prompt service.
• Respond to inbound emails requests for various contract management and data requests.
• Consider and implement process improvement initiatives.

What you’ll bring with you:

• Previous experience in Customer Service leadership, ideally in an Asset lending, vehicle leasing or business lending operational environment.
• Previous experience leading, coaching, training, developing and motivating direct reports to achieve optimum level of productivity
• Strong customer service skills with a customer centric mindset
• Excellent problem-solving skills with a solutions focused approach
• A positive can-do attitude with the ability to work autonomously & as part of a team
• Strong communication skills with a proven ability to build and maintain strong internal and external relationships
• Excellent organizational and time management skills
• Collaboration skills with ability to build good working relationships across customer base and the organization
• Results driven mindset, with ability to take on personal challenge of driving and delivering business results and outcome

What We Bring:

• An opportunity to gain valuable experience with guidance and mentorship from leading industry experts
• We support all types of flexible working that allow you to balance your work, your life and your passions
• Wellness benefit centered around your physical, mental, financial and social health including a $299 allowance to spend on your health each year.
• Birthday leave
• Leave incentive policy
• Mental Health Relief Day
• Paid Parental Leave
• Collaborative and inclusive culture – everyone is friendly and happy to help
• Support of ongoing professional development and professional certifications
• Charity events with all donations doubled by the company
• 2 days volunteer leave per annum

Please note as part of the recruitment process candidates may be required to complete an Anti-Money Laundering Check, Bankruptcy & Personal Insolvency Check and Police Chec

• Manage a team of Customer Service relationship officers.
• Undertake management reporting and attendance at management forums as required.
• Manage banking uploads and other daily banking tasks.
• Answer inbound Asset Finance customer service calls in a professional manner and provide prompt service.
• Respond to inbound emails requests for various contract management and data requests.
• Consider and implement process improvement initiatives