Our client is committed to creating a better future – for people and the planet. They are current seeking a passionate and experienced Team Leader to join their Contact Centre team. In this pivotal role, you’ll lead a team of consultants to deliver exceptional customer experiences, ensuring alignment with our core values and purpose-driven culture.

As a Team Leader, you’ll be responsible for the day-to-day management of your team, guiding them to meet service standards and exceed customer expectations across all contact channels. You’ll drive performance, support professional growth, and lead by example in fostering a supportive and values-led work environment.

Your Key Responsibilities:

• Coordinate and implement staff training.
• Set and review performance goals for team members.
• Conduct staff appraisals and contribute to performance review recommendations.
• Provide timely and accurate performance reporting.

• Ensure your team consistently meets service levels and delivers a high standard of customer service.
• Monitor workloads and call volumes; collaborate with Resource Planning to optimise rostering.
• Support your team in handling enquiries and transactions in line with policies and service standards.
• Identify opportunities for process improvement and contribute to better outcomes for customers and staff.
• Ensure compliance with all operating procedures.
• Monitor performance and provide coaching and corrective action where needed.
• Keep your team informed and engaged on changes and updates affecting service delivery.
• In partnership with senior leaders:

What We’re Looking For:

• Proven leadership experience with a track record of motivating teams to meet and exceed targets.
• Deep understanding of retail consumer lending and contact centre operations.
• Strong interpersonal, communication, and organisational skills.
• Confidence in prioritising and allocating work under pressure.
• Strong decision-making and problem-solving abilities.
• Conflict resolution skills and a collaborative mindset.
• High-level customer service and a genuine passion for helping people.
• Proficiency in Microsoft Excel and able to quickly familiarise yourself with products and services.
• Professional presentation and a commitment to continuous learning.
• Experience in project completion and staff training.
• A passion for sustainable work practices and purpose-led leadership.

What We Value:

Our clients values are the foundation of everything they do:

• Honesty & Integrity – Walk the talk.
• Care & Empathy – Prioritise people and relationships.
• Belonging & Community – United by shared purpose.
• Future & Generational Thinking - Long-term thinking for people and planet.
• Authenticity & Transparency - Stay true to who you are.

Ready to lead with purpose?

Apply now to join a team making a meaningful difference every day.

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via [email protected] or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

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