Team Lead – Customer Service

About the role

Handy Finance, a fast‑growing fintech lender in South Australia, is looking for a Team Lead to manage its Customer Service team. You will oversee phone, email and SMS interactions, ensuring customers receive timely, high‑quality support while driving continuous improvement.

Key responsibilities

• Lead, coach and develop Customer Service Officers to meet performance targets.
• Oversee inbound and outbound communications across phone, email and SMS in line with company policies.
• Monitor service levels, response times and customer satisfaction metrics.
• Handle complex enquiries, escalations and complaint resolution.
• Conduct regular training, coaching and performance reviews.
• Ensure accurate and compliant management of customer information and administrative processes.
• Assist with workforce planning, daily task allocation and operational efficiency.
• Identify and implement improvements to processes, workflows and team performance.
• Collaborate with internal departments to deliver seamless customer outcomes.
• Prepare and report on team performance metrics and operational insights.

Required profile

• Previous experience in a customer service leadership, team leader or supervisory role.
• Experience in financial services, lending, banking or a related industry is highly regarded.
• Strong leadership, communication and stakeholder management abilities.
• Proven problem‑solving and conflict‑resolution skills.
• Ability to manage competing priorities in a fast‑paced environment.
• High attention to detail and strong organisational capabilities.

Required skills

• Proficiency with Microsoft Office Suite.
• Experience using customer management systems.

What we offer

• A fast‑growing business disrupting traditional consumer finance.
• A supportive, high‑performing team environment.
• Opportunity to build a meaningful leadership career within fintech.
• Full‑time permanent position with competitive remuneration.