Job Description

Lead a high-performing team. Drive results. Make a difference.

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We are seeking an experienced and motivated Team Leader to join our Transurban team. This is an exciting opportunity for a proven leader who thrives in a fast-paced environment and is passionate about coaching teams, achieving targets, and delivering exceptional customer outcomes.

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As a Team Leader, you'll be responsible for leading and developing a team of Customer Relationship Managers while ensuring operational targets, client service levels, and compliance obligations are consistently achieved.

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What You'll Be Doing

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- Leading, motivating, and coaching a team of Customer Relationship Managers
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- Monitoring team performance against KPIs, SLAs, and operational targets
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- Conducting daily team huddles and performance discussions
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- Managing work queues, inboxes, and dialler activities
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- Acting as the first point of contact for escalations, disputes, and complaints
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- Delivering ongoing training, coaching, and development initiatives
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- Producing and presenting daily and monthly performance reporting
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- Conducting regular quality assurance audits and account reviews
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- Collaborating with Compliance and Operations to maintain regulatory standards
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- Supporting client reporting and performance reviews
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- Driving continuous improvement initiatives across processes and workflows
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- Building strong relationships with internal and external stakeholders
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What We're Looking For

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- Previous leadership experience within a collections, contact centre, or customer service environment
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- Strong knowledge of debt collection practices and customer care principles
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- Exceptional communication and interpersonal skills
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- The ability to coach, mentor, and develop high-performing teams
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- Strong problem-solving, conflict resolution, and organisational skills
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- Experience working within compliance-driven environments
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- Confidence analysing performance metrics and reporting data
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- High attention to detail and the ability to manage competing priorities
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- A positive, resilient, and solutions-focused approach to leadership
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Why Join ARMA?

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- High-performing, energetic workplace culture
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- Staff competitions with great prizes throughout the year
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- Regular team outings, social events, and celebrations
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- Genuine career growth and development opportunities
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- Supportive and team-oriented leadership team
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- Ongoing training and professional development
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- High-performing, energetic workplace culture
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- Opportunity to make a real impact on team success and customer outcomes
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📌 Team Leader Collections (Queensland)
🏢 seek.com.au
📍 Queensland