Job Category: Customer Quality

Job Description:

Who We Are

At Pepper Money, we've spent more than 26 years helping people achieve their goals. Today, we're one of Australia and New Zealand's leading non-bank lenders, supporting more than half a million customers with a range of lending solutions. While we're proud of our growth and success, it's our people, partnerships and willingness to do things differently that continue to drive us forward.

The Role

As a Coaching and Capability Specialist, you'll help develop the skills, confidence and performance of our Customer Service and Solutions teams through onboarding, coaching and continuous learning programs. Working closely with leaders and employees, you'll play a key role in building capability and supporting great customer outcomes.

- Deliver onboarding, induction and accreditation programs for new employees.
- Facilitate training on products, systems, processes, customer experience and compliance requirements.
- Provide side-by-side coaching, floor support and real-time learning assistance.
- Monitor employee progress, competency development and time-to-competency milestones.
- Identify capability gaps and implement targeted coaching and development plans.
- Deliver refresher training in response to quality trends, business changes and compliance updates.
- Develop and maintain learning materials, training resources and competency records.
- Use operational insights, quality outcomes and customer feedback to improve learning effectiveness.
- Partner with leaders to drive continuous improvement in capability, performance and customer outcomes.

About you

You're passionate about helping people learn, grow and succeed. You bring a blend of coaching expertise, stakeholder engagement and operational understanding, allowing you to develop capability while creating engaging and practical learning experiences.

- Bring experience in coaching, training, learning and development, onboarding or capability-focused roles.
- Demonstrate strong facilitation, presentation and communication skills.




- Build meaningful relationships and influence positive behavioural change.
- Adapt your coaching style to suit different learning needs and experience levels.
- Analyse performance trends and identify opportunities for capability improvement.
- Deliver engaging learning experiences both one-on-one and in group settings.
- Balance attention to detail with a practical and results-focused approach.
- Thrive in a collaborative environment focused on continuous improvement and customer outcomes.

Our values guide how we work, make decisions and support each other.

Can Do: We look for better ways of doing things and work together to deliver great outcomes.
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

We know that great work happens when people feel supported. That's why we offer benefits that help you grow your career, recognise your contribution and support your wellbeing, whatever stage of life you're in. Here's a snapshot of what you'll find at Pepper:

- Development: a full suite of development opportunities and a excellent 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 .

At Pepper, we're proud of the inclusive and diverse workplace we've built over the past 26 years. Creating a culture where people feel respected, supported and able to be themselves is part of who we are. It's reflected in our values, our people practices, and the way we work together every day.

📌 Coaching and Capability Specialist (New South Wales)
🏢 Pepper Money
📍 New South Wales