Coaching Manager

Who We Are
At Pepper Money, we’re dedicated to helping people succeed—whether it’s buying a family home, a dream car, developing professionally, or growing their business. We’ve become one of the largest, most trusted, and award-winning non-bank lenders in Australia and New Zealand. Over our 24 years, we’ve achieved a lot, but our proudest accomplishment is helping over half a million Australians reach their goals with our ever-expanding lending options.

The Role
The purpose of the Coaching Manager is to enable the Pepper Moneys Service and Solutions teams to provide “best in class” service experience for Australian and New Zealand customers by equipping the customer facing teams with the knowledge, practical skills and motivation to carry out an unmatched customer experience. Here’s what your day could look like:

• Coaching Excellence: Partner with managers and team leaders to identify areas for improvement and develop action plans. Implement coaching programs and strategies to elevate customer service performance and schedule periodic training to ensure continuous development.
• Leadership & Team Development: Inspire and enable our customer-facing staff to deliver outstanding experiences that align with Pepper's customer experience principles.
• Customer Experience Advocate: Champion a customer-centric mindset by role-modelling exceptional service and advocating for our customers' needs.
• Subject Matter Expertise: Serve as the go-to expert for all customer experience-related matters, providing support and guidance to the wider business.
• Reporting & Presentation: Prepare and present comprehensive reports on the consolidated training calendar and coaching activities provided to employees. Highlight the impact, achievements, and opportunities to senior management.

About you

We’re looking for someone who has previous experience in a contact centre environment in a similar position. Here’s what we’re looking for:

• Leadership Skills: You know how to lead and get everyone on board, no matter their level.
• Financial Services Experience: You've worked in financial services and have hands-on experience with collections and call quality processes.
• Quality Management Knowledge: You're familiar with controls and quality management in a contact-centre setting.
• Performance Improvement: You're great at helping others improve. You provide clear, specific feedback and suggest practical ways to get better, all while boosting confidence and maintaining self-esteem.
• Coaching experience: You understand how to write the playbook and understand how to communicate the vision to the members of the team at all levels.

At Pepper Money, collaboration is just as vital as your skills. Our values are the heartbeat of our success, driving everything we do:

Can Do: We think outside the box and harness the power of teamwork to achieve the extraordinary.
Balanced: We set our customers up for success, crafting win-win outcomes that are both human and profitable.
Real: We keep it honest and respect everyone, building genuine connections.

Our Benefits

At Pepper, we're dedicated to making this a fantastic place to work and supporting you every step of the way. Enjoy a values-driven, diverse environment with a leadership team that inspires success and a culture that rewards excellence. We're always finding new ways to make Pepper a place for everyone:

• Development: a full suite of development opportunities and a great team to learn from
• Recognition: Celebrate efforts with our Spice Reward and Recognition Program and diversity through our DE&I initiatives
• Flexibility: Embrace our hybrid working model, flexible parental leave policies and purchased leave options
• Health and Wealth: Free gym membership, discounted health insurance policies, novated leasing and staff loan rates to manage your mind, body and wallet!
• Referral Bonus: Earn $2000 for referring great people.

If this role sounds like it’s for you and you have experience in tackling some of the day-to-day tasks, we want to hear from you.

For more information on Pepper visit www.peppermoney.com.au.

Pepper is proud of our inclusive and diverse workplace that we have built over the last 21 years. Diversity is embedded in our people practices, the way we communicate and connect with each other, and it is recognised throughout our values.