Team Leader Collections

Team Leader Collections

Full-time | In-Office | North Lakes QLD

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

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.

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. 

What You'll Be Doing

• Leading, motivating, and coaching a team of Customer Relationship Managers

• Monitoring team performance against KPIs, SLAs, and operational targets

• Conducting daily team huddles and performance discussions

• Managing work queues, inboxes, and dialler activities

• Acting as the first point of contact for escalations, disputes, and complaints

• Delivering ongoing training, coaching, and development initiatives

• Producing and presenting daily and monthly performance reporting

• Conducting regular quality assurance audits and account reviews

• Collaborating with Compliance and Operations to maintain regulatory standards

• Supporting client reporting and performance reviews

• Driving continuous improvement initiatives across processes and workflows

• Building strong relationships with internal and external stakeholders 

What We're Looking For

To be successful in this role, you will have:

• Previous leadership experience within a collections, contact centre, or customer service environment

• Strong knowledge of debt collection practices and customer care principles

• Exceptional communication and interpersonal skills

• The ability to coach, mentor, and develop high-performing teams

• Strong problem-solving, conflict resolution, and organisational skills

• Experience working within compliance-driven environments

• Confidence analysing performance metrics and reporting data

• High attention to detail and the ability to manage competing priorities

• A positive, resilient, and solutions-focused approach to leadership 

Why Join ARMA?

• High-performing, energetic workplace culture

• Staff competitions with great prizes throughout the year

• Regular team outings, social events, and celebrations

• Genuine career growth and development opportunities

• Supportive and collaborative leadership team

• Ongoing training and professional development

• High-performing, energetic workplace culture

• Opportunity to make a real impact on team success and customer outcomes

Apply Now

If you're an experienced leader looking to take the next step in your career and lead a high-performing team, we'd love to hear from you.