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Customer Service Operations Manager
3 weeks ago
The Customer Support Team Leader oversees a Referrer Support Team, ensuring exceptional service delivery to broker and installer partners throughout the loan acquisition journey. This role ensures operational efficiency, consistent service delivery, and a seamless experience for referrers engaging with our business.
This position plays a vital role in supporting partner success by overseeing daily operations, coaching team members, managing escalations, and driving continuous improvement. Close collaboration with internal teams will resolve issues, improve processes, and enhance the overall experience for referring partners.
Key Responsibilities:
- Lead, mentor, and develop the referrer support team, fostering a culture of accountability, growth, and customer-first service.
- Onboard and train new team members, ensuring they have the necessary knowledge and skills to succeed.
- Provide ongoing coaching, feedback, and performance management to support team development.
- Conduct regular Quality Assurance (QA) reviews and training to maintain service excellence.
- Monitor and manage daily partner support operations, ensuring queues are handled efficiently and SLAs are met.
- Allocate resources effectively to maintain workload balance and service levels.
- Act as the primary escalation point for complex broker and installer issues.
- Review feedback and complaints to identify trends and implement process improvements.
- Collaborate with internal teams (e.g., Credit, Settlements, Sales) to resolve issues and improve the referrer journey.
Requirements
- Experience leading a service or support team in a fast-paced environment, preferably in financial services.
- Strong leadership and coaching skills with a track record of developing high-performing teams.
- Excellent problem-solving abilities, particularly in handling escalated customer issues.
- Strong understanding of contact centre operations, queue management, and SLA adherence.
- Analytical mindset with the ability to interpret performance data and drive continuous improvement.
- Knowledge of relevant regulatory requirements and compliance best practices in customer service.
What We Offer
Working at Plenti means joining a diverse, collaborative, and customer-focused team where everyone can contribute and share in the results and success. Flexible working arrangements, volunteer and study leave to develop your skills, monthly social events, office snacks, company Townhalls, D&I initiatives, and events to help you connect with your colleagues. A dynamic work environment where everyone can make a difference and contribute to Australia's financial ecosystem.
