Customer Service - Team Lead

Who is Shift?
At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.

We believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do. We’ve helped solve the credit and payment pain points for more than 25,000 businesses, providing over $3.5 billion in aggregate funding.

Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 250 people who are always looking to deliver better outcomes for Australian businesses.

About the role:

Oversees a small team of Customer Service Officers, providing coaching, guidance, and support to ensure team members deliver exceptional customer service, and operational support after their finance product has been established. Continues to be hands on with complex customer cases, escalations, and operational requests.

Duties & Responsibilities:

• Allocate and monitor workloads and rosters within the team.

• Provide training, coaching, and feedback to improve skills, product knowledge, and compliance

• Handle critical escalations and sensitive customer matters.

• Lead and coach team members to deliver service excellence.

• Answer inbound customer calls as part of a rotating roster within the team

• Ensure team adherence to processes, quality standards, and KPIs.

• Oversee operational processes, ensuring compliance and efficiency

• Analyse performance data and implement improvements

• Lead process and system change adoption

• Report team performance to management

• Foster a collaborative and high-performing team culture

Skills & Experience required:

• Ability to build and maintain productive team relationships.

• Advanced product and market positioning skill

• Conflict resolution and decision-making under pressure.

• Ability to analyse team performance metrics and implement improvements.

• Technical proficiency in systems used by the team.

• Ability to influence and motivate staff.

• Relationship building with customers, brokers, and stakeholders

• Negotiation and sales skills, including overcoming objections, closing deals, and building commitment.

• Problem-solving to address immediate customer needs.

• Knowledge of credit and be able to make decisions within defined scorecards and frameworks.

• High attention to detail and organisation in managing multiple onboarding processes concurrently.

• Experience in a lending, credit assessment, customer onboarding, or sales role within financial services.

• Demonstrated ability to position products in a competitive market and convert enquiries to settled deals.

• Proven track record of delivering high-quality customer service and meeting performance targets.

• Experience in leading a high-performance team

Qualifications

• Relevant qualification in finance, business, or a related field – advantageous.

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