Customer Concierge Team Leader
Jacaranda Finance Pty Ltd
Milton, Brisbane QLD
Active
Deskripsi Pekerjaan
Not your average lender. Not your average workplace.
At Jacaranda Finance, we do lending differently. We're an award-winning, Australian-owned digital consumer lender on a mission to help everyday Australians build a better financial future. Our mission is simple but powerful: to be the backup lender of choice for everyday Australians when their bank says no.
Jacaranda Finance is entering an exciting new phase of growth, and we're looking for a Customer Concierge Team Leader to build and lead our centralised tier-one customer service function. This is a new role bringing together our Customer Relations and Customer Success Teams.
This isn't a role where you manage from the sidelines. You'll lead from the front, coaching your people, driving performance, jumping into escalations, progressing lending opportunities and constantly looking for ways to make the customer experience easier.
Reporting to our COO and working closely with Lending, Credit Control, Growth, Technology and Risk & Compliance, you'll have real ownership over how our Customer Concierge team operates and performs.
The Role:
Customer Concierge is an important part of the Jacaranda customer journey.
Your team will resolve straightforward customer matters quickly, help progress lending opportunities and make sure more complex issues reach the right specialist team without customers being bounced around.
You'll create a customer-first, high-performance environment where people know what great looks like, understand their numbers and are supported to improve.
What you'll be doing:
You're an experienced customer service leader who genuinely enjoys leading people.
You know how to create accountability without losing the human side of leadership. You're comfortable looking at performance data, having direct conversations, coaching someone through a challenge and stepping into a difficult customer situation when your team needs you.
Ideally, you'll bring:
Because we genuinely care about our people.
Before You Apply
Thriving Together at Jacaranda Finance
Our culture matters to us. We believe great work happens when people thrive together. The way we work, lead, collaborate, and support one another is a big part of what makes Jacaranda Finance different.To help you understand what it's like to be part of our team, we've created our Thriving Together @ Jacaranda Finance guide, which outlines our culture, values, expectations, and commitment to helping our people succeed.Ready to see what thriving together really means? https://lnkd.in/gQ7CP2pm
Our In-Office First Culture
We believe great teams do their best work together. We're a predominantly in-office culture because collaboration, coaching, problem-solving, and innovation happen best when we're working side by side. Being together helps us move faster, build stronger relationships, develop future leaders, and create an environment where people can learn, grow, and succeed. During your probation period, you'll work from our Milton office five days per week to support onboarding, training, and integration into the team. Following successful completion of probation, you'll have the flexibility to work from home one day per week, with the remaining four days spent in the office alongside your team.
A Note About Our Hiring Process
We may use AI-powered tools to support parts of our recruitment process, such as reviewing applications or assessing responses. These tools help us work more efficiently, but all hiring decisions are made by people.If you'd like to know more about how your information is handled throughout the recruitment process, please don't hesitate to reach out.
At Jacaranda Finance, we do lending differently. We're an award-winning, Australian-owned digital consumer lender on a mission to help everyday Australians build a better financial future. Our mission is simple but powerful: to be the backup lender of choice for everyday Australians when their bank says no.
Jacaranda Finance is entering an exciting new phase of growth, and we're looking for a Customer Concierge Team Leader to build and lead our centralised tier-one customer service function. This is a new role bringing together our Customer Relations and Customer Success Teams.
This isn't a role where you manage from the sidelines. You'll lead from the front, coaching your people, driving performance, jumping into escalations, progressing lending opportunities and constantly looking for ways to make the customer experience easier.
Reporting to our COO and working closely with Lending, Credit Control, Growth, Technology and Risk & Compliance, you'll have real ownership over how our Customer Concierge team operates and performs.
The Role:
Customer Concierge is an important part of the Jacaranda customer journey.
Your team will resolve straightforward customer matters quickly, help progress lending opportunities and make sure more complex issues reach the right specialist team without customers being bounced around.
You'll create a customer-first, high-performance environment where people know what great looks like, understand their numbers and are supported to improve.
What you'll be doing:
- Leading, coaching and developing our Customer Concierge Specialists across our Brisbane office and offshore team in Fiji.
- Setting clear performance expectations and SLA's and creating genuine accountability for outcomes.
- Running regular 1:1s, coaching sessions, team check-ins and performance conversations.
- Using call reviews, customer interactions and data to develop capability.
- Managing day-to-day workflow, coverage, priorities and service levels.
- Monitoring KPIs, productivity, quality and customer service measures and acting when something is off track.
- Taking ownership of escalated customer matters and helping deliver fair, practical outcomes.
- Creating a sales-minded, customer-first rhythm that helps progress incomplete, unsigned and stuck lending applications.
- Supporting our Collections, Hardship and IDR functions by ensuring straightforward customer enquiries are resolved quickly and more complex are routed to the right specialist.
- Working with Lending and Growth to improve conversion and reduce avoidable customer fallout.
- Identifying recurring customer pain points and working with Technology and operational teams to fix them.
- Supporting quality assurance, risk and compliance requirements.
- Bringing frontline customer insights into operational, process and system decisions.
- Helping your team understand the "why" behind change and bringing them with you when new tools, processes or ways of working are introduced.
- Owning the onboarding, training and ongoing development of new and existing Customer Concierge Specialists.
- Managing workforce planning, rostering and leave coverage to make sure we have the right people available when our customers need us.
You're an experienced customer service leader who genuinely enjoys leading people.
You know how to create accountability without losing the human side of leadership. You're comfortable looking at performance data, having direct conversations, coaching someone through a challenge and stepping into a difficult customer situation when your team needs you.
Ideally, you'll bring:
- 3+ years' experience in customer service leadership with direct people leadership responsibility. This is essential.
- Leadership experience within customer service, contact centres, lending, banking, collections or another regulated financial services environment.
- Strong coaching, performance management and people development skills.
- Confidence using KPIs, reporting and customer service data to improve performance.
- Experience managing escalations and delivering practical customer outcomes.
- Strong written and verbal communication skills.
- Experience working across teams to solve recurring customer or operational problems.
- Familiarity with CRM, telephony, workflow and digital customer service systems.
- Good commercial awareness without compromising customer, responsible lending or compliance standards.
Because we genuinely care about our people.
- Great Place to Work® certified
- Competitive, above-market base salary
- Monthly incentive scheme
- $1,000 annual learning budget + ongoing training + Go1 Learning
- Career progression & internal promotion pathways
- Birthday leave + $500 annual leave bonus
- Free daily coffee at the local café
- Office dogs (Toby, Polly & Monzi)
- Flexible working through our Harmony approach, balancing in-office collaboration with flexibility when needed
- Monthly Core Value Awards with prize draws up to $1,000
- Regular team events, Friday drinks and quarterly team bonding
- Employee Assistance Program and holistic wellbeing support
- Monthly volunteering opportunities with Emmanuel City Mission
- A workplace where wellbeing, purpose and performance go hand in hand
Before You Apply
Thriving Together at Jacaranda Finance
Our culture matters to us. We believe great work happens when people thrive together. The way we work, lead, collaborate, and support one another is a big part of what makes Jacaranda Finance different.To help you understand what it's like to be part of our team, we've created our Thriving Together @ Jacaranda Finance guide, which outlines our culture, values, expectations, and commitment to helping our people succeed.Ready to see what thriving together really means? https://lnkd.in/gQ7CP2pm
Our In-Office First Culture
We believe great teams do their best work together. We're a predominantly in-office culture because collaboration, coaching, problem-solving, and innovation happen best when we're working side by side. Being together helps us move faster, build stronger relationships, develop future leaders, and create an environment where people can learn, grow, and succeed. During your probation period, you'll work from our Milton office five days per week to support onboarding, training, and integration into the team. Following successful completion of probation, you'll have the flexibility to work from home one day per week, with the remaining four days spent in the office alongside your team.
A Note About Our Hiring Process
We may use AI-powered tools to support parts of our recruitment process, such as reviewing applications or assessing responses. These tools help us work more efficiently, but all hiring decisions are made by people.If you'd like to know more about how your information is handled throughout the recruitment process, please don't hesitate to reach out.
Informasi Perusahaan
Jacaranda Finance Pty Ltd
Advertiser ID: 33990174