Cash Converters is Australia’s largest second-hand retailer with affordable personal finance solutions, giving our customers the freedom of choice.

At Cashies

• Responsibility - We are clear, honest, and authentic.
• Perseverance - We show up with grit and determination.
• Equity - Everyday people helping everyday people.
• Potential - We innovate and we grow.
• Community - We do extraordinary things when we do it together.

Our Perth CBD Head Office is looking for a Full-time Team Leader to join our Collections & Hardship team.

About the role

• You’ll have the opportunity to lead a Collections and Hardship team, providing guidance, coaching and support to develop team members.
• Monitor and manage daily workflow to ensure the correct policies, procedures and hardship processes are followed.
• Complete regular reviews of team productivity metrics and accurate reporting to maintain operational excellence, call quality and customer experience.
• Work with key stakeholders to recognise high performers and identify opportunities for improvement.
• Ensure customers experiencing vulnerability or financial hardship are supported through fair, consistent and compliant outcomes.
• Ensure compliance with Debt Collection Guidelines, ASIC and AFCA expectations, the National Consumer Credit Protection Act 2009 and the National Consumer Credit Code.

About you

• Previous experience leading teams within a customer service or contact centre, collections or hardship environment.
• Strong written and verbal communication skills, with the ability to build effective relationships with team members and stakeholders.
• Demonstrated analytical and problem-solving capability, including managing escalations, hardship matters and customer complaints.
• Sound knowledge and understanding of relevant legislation, ASIC and AFCA expectations, and compliance requirements.
• Ability to deliver fair customer outcomes while meeting team objectives and operational needs.
• A collaborative team player who models high standards of professionalism, empathy and customer service.

What’s on Offer

• Exclusive access to ‘Cashies Rewards’ featuring discounts and cash-back offers from over 400 retailers.
• Monday to Friday
• Training Provided with real career development opportunities
• Ongoing store and team bonuses | Full paid training provided
• Paid Parental Leave.
• Salary Packaging for a Novated Car lease available.
• Health Insurance Discounts
• 30% Instore Discount.
• Plus, access to our Wellness Activities: Move, Munch, Money and Mind.

We will start shortlisting for this position right away!

So, keep your phone nearby! You could be hearing from us soon.

Founded in 1984 in Victoria Park, WA, Cash Converters has proudly grown from a humble homegrown Australian business into a leading name in the retail, pawnbroking, and personal finance industry. Over the past four decades, we’ve expanded our reach, celebrated 40 years of success and become an ASX-listed international company operating in 15 countries.

Cash Converters supports diversity, inclusion and equal opportunity. We encourage people of all cultures, backgrounds, gender, age, sexual orientation and abilities to apply.