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Customer Care Team Leader

More about the role

Our client specialises in providing unsecured consumer credit to 1.7 million customers across 11 countries and operates the world’s largest home credit and fintech business. Listed on the UK stock market the company posted annual turnover for the FYE2020 of circa UKP660 million.This Australian fintech operation launched in 2012 with the purpose of bringing simple, flexible and personalised loans to help make short term loan application easier and available to more people. Their aim is to keep loans convenient, secure, hassle free, flexible and 100% online and they are a leading online provider of short and medium-term loans.  

The Australian business has a growing team (approximately 28 people in Sydney and 27 in Estonia) and provides seven day a week support to its customer base.

The position manages two teams, 7 people remotely located in Estonia and 8 people in Sydney.

Software systems:

  • Sales/Marketing – Salesforce
  • Finance – Navision

Current annual sales turnover in Australia is approximately $27 million with their financial year running January to December. They are profitable and are continuing their growth trajectory.

Culture Insight

The culture is fun, dynamic and focused. Just a short walk from Redfern station the office is a modern industrial conversion, not a formal corporate setting. This reflects the culture of the team. Serious about getting the job done and committed to delivering quality customer experience, while doing it without the formality. 

About You

This position is responsible for the processing of unsecured loan applications. You will be managing two teams, one in Estonia and the other in Sydney. This department is the production capacity of the business. It is directly responsible for delivering an efficient customer experience. Quick response times translates to increase the success of being the first choice in this highly competitive market.

Efficiency and effectiveness are paramount for this department and that means you will need to have a absolute commitment to deadlines and a sence sense of urgency. You will need to be able to see get hands-on in the role to understand the any bottlenecks in service delivery and have a focus on continuous improvement. What gets measured gets done. You will need to ensure that company metrics are maintained and enhanced. You will need to be an excellent people manager and with that comes the need for excellent communication skills, ability to give feedback, experience in cross training teams and experience working with remote teams.

The agreement between MetaPeople and the Client.

Metapeople through our MetaRecruit service have an exclusive contractual agreement with The Client which means they will not be working with other recruitment businesses. This means we are their recruitment agents acting on their behalf so we can be more transparent with information. Transparency of information allows you to make an informed choice even before you apply.

For applicants that make it to the interview stage you will receive a position description and our unique MetaPeople SuccessMap. The SuccessMap will help you understand what success looks like in the position over a 24-month time horizon.

If you’re looking for a career with an organisation where nothing is impossible, then talk to MetaPeople today about this outstanding opportunity.



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