Team Lead- Client Services

2 weeks ago

Melbourne, Australia Pepperstone Full time

The Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech we’re digital, nimble, connected, and united in our vision to create a better way to trade.

We thrive on progress - for our clients and for ourselves. Our organizational culture is ever-evolving, vibrant, diverse, global and results focused. You’ll find our 350+ team currently across 9 locations and time zones.

**The Role**:
To be considered for this role, you’ll already have experience in managing a diverse team of people with proven results in a customer service environment.

To thrive in this role, you'll enjoy working in a fast-paced environment and are committed to ongoing learning and development.

**Your days may include, but not be limited to**:

- Mentoring and leading a team to provide best-practice customer experience
- Overseeing and reporting on team performance, KPIs, and level of client support
- Conducting Quality Assurance checks for the team
- Maintaining reporting on complaints and issues faced
- Training new team members; including development of training material
- Undertaking analysis, making recommendations to elevate and enhance the customer experience function and collaborating with stakeholders to drive best practice
- Working closely with the compliance team to ensure our processes are up to high standards
- Working effectively with departments across the business to drive whole business improvements
- Effectively liaising across time zones and geographies as required with key stakeholders including Customer Experience Officers in Cyprus and the UK
- 3-5 + years’ experience in a similar role
- Previous leadership experience with ability to manage and coach people
- Demonstrated ability to manage Quality Assurance & Compliance standards
- Experience in driving efficiency and improvements in processes and systems
- Ability to collaborate within teams and across functions
- Excellent attention to detail
- Strong problem-solving abilities

**Why you will enjoy working with us**:

- Competitive salary structure including company bonus scheme
- Genuinely collaborative and friendly culture
- Flexible and hybrid working
- Remote working option - work from anywhere for up to 6 weeks per year, in addition to hybrid working as standard
- Ongoing personal development & learning opportunities
- 15 weeks paid primary carers parental leave & 4 weeks paid secondary carers leave
- 3 paid volunteering days per year & Workplace Giving Program
- Frequent events and celebrations including a standard weekly social
- Beautifully renovated large office at Collins Square - 727 Collins Street, Melbourne
- Best in class end of trip facilities including bicycle parking, change rooms & showers
- A full stocked kitchen, onsite coffee machines with locally sourced coffee beans (this is Melbourne after all) and curated specialty teas

**More about Pepperstone**

We understand it’s important to do due diligence on a prospective employer, see what our team are saying on Glassdoor. We respect our team members’ experiences and will never pay to remove a negative review.

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