Head of Customer Service

at  Pepper

WHO WE ARE

At Pepper Money, we’re focused on helping people succeed. Whether that be buying a family home, dream car, developing professionally or growing their business. We’ve become one of the largest, most trusted, and award-winning non-bank lenders in Australia and New Zealand. Over our 23 years there’s a lot that we have been proud to achieve, the biggest being that we’ve helped over 400,000 Australians achieve all sorts of goals with the support of our ever-expanding lending options.

ABOUT THE ROLE

Reporting to the Chief Service Officer, the Head of Customer Service is integral in ensuring our customers are provided with a “best in class” service experience during the post–settlement stage.

Key focus areas include:

• Successfully lead the Customer Service teams to deliver a rewarding customer experience, fostering a culture focussed on helping our customers succeed.
• Collaborate with the Service and Solutions Leadership team to collectively deliver on strategic goals and objectives.
• Develop strategies to continuously improve our customer service delivery, staying ahead of market and global trends.
• Manage risk through ensuring compliance to policy, quality and operational standards.

To succeed in this role, you’ll have:

• Proven management experience in customer service environments.
• Proven ability to be a strong leader who motivates and supports people through change and development.
• Strong knowledge of the regulatory requirements and industry best practices in customer service