Customer Support Team Leader – Renewable Lending Projects

Who is Plenti?
Plenti is a fintech lender, providing faster, fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences, Plenti is taking market share from incumbent players in the personal lending, renewable energy, and automotive finance markets.

We are a fast moving and ambitious business that seeks to recruit smart and capable people, who can take ownership of their role to help the business thrive. With over 250 people based in Australia, Plenti is of a size where everyone can make a difference in their role and help us realise our very big ambitions as a team, as we go about building Australia's best lender.

Plenti is a founder led business that launched in 2014, listed on the ASX since 2020 with annual revenue of over $250 million and a loan portfolio of over $2.5 billion.

About The Role
Join a purpose-led organisation delivering renewable energy rebate and lending programs across Western Australia and South Australia. As Customer Service Team Leader, you'll lead a dedicated team to ensure efficient service delivery, regulatory compliance, and exceptional customer experiences. You'll also support the coordination and delivery of our renewable energy lending initiatives, contributing to a more sustainable future for our communities.

Reporting to the Senior Manager – Customer Service, this role blends operational oversight, project coordination, and team leadership within a dynamic, regulated environment.

Key Responsibilities

• Lead and develop a team of approximately 8 call centre staff across WA and SA, providing coaching, guidance, and support to ensure high performance and professional growth
• Manage operational workflows and queues to consistently meet service level agreements (SLAs) and turnaround targets
• Oversee quality assurance, performing detailed reviews and daily checks to ensure compliance with regulatory and internal standards
• Act as the primary escalation point for complex or high-priority customer cases, ensuring timely and effective resolution
• Coordinate and support government project delivery related to renewable energy initiatives, ensuring projects are delivered on time and within compliance frameworks
• Build and maintain strong relationships with key stakeholders, including government agencies and community partners
• Identify operational gaps and inefficiencies, designing and implementing sustainable process improvements to optimise productivity and accuracy
• Collaborate cross-functionally with compliance, finance, and IT teams to develop and enhance operational policies and systems
• Support recruitment and onboarding of new team members, ensuring a smooth integration into the team
• Foster a positive and collaborative team culture focused on continuous learning, accountability, and high-quality service delivery

About You

• 2–4 years' experience in a customer service management, project coordination, or operations leadership role—ideally within financial services, energy, or other regulated sectors
• Demonstrated success in leading teams to meet SLA and quality targets within structured or regulated environments
• Strong analytical and problem-solving skills, with a data-driven approach to identifying root causes and implementing practical solutions
• Excellent written and verbal communication skills, able to tailor messaging to internal teams and external stakeholders
• Proven organisation and prioritisation skills to manage multiple concurrent tasks effectively
• Experience working with or managing government projects is desirable but not essential

What's life like at Plenti?
Working at Plenti means joining a team that is high-performing, diverse, customer-focused and collaborative. It's a place where everyone can "make it happen" and share in the results and success. If being in a dynamic industry as part of a market-leading fintech sounds like you, then join to help us reshape Australia's financial eco-system for the good.

In return, you will enjoy a culture of innovation and entrepreneurship to take your career further. We offer flexible working and volunteer and study leave to develop your skills. We also have monthly social events, office snacks, company Townhalls and D&I initiatives and events to help you connect with your colleagues.

Plenti is committed to a diverse and inclusive workforce.

We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply, let us know of any reasonable adjustments you may need during the interview process so we can accommodate you.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.