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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To be successful in this role, you will have:

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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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Solid 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 collaborative 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

📌 Team Leader Collections (Queensland)
🏢 Important Business
📍 Queensland