Who is Plenti?

Plenti is a fintech lender, providing faster, fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences, Plenti is taking market share from incumbent players in the personal lending, renewable energy, and automotive finance markets.

We are a fast moving and ambitious business that seeks to recruit smart and capable people, who can take ownership of their role to help the business thrive. With over 200 people based in Australia, Plenti is small enough so everyone can make a difference in their role, but we have very big ambitions as a team, as we go about building Australia’s best lender.

Plenti is a founder led business that launched in 2014 and is now listed on the ASX, with annual revenue of over $200 million and a loan portfolio of over $2 billion.

What's the role? 

The Senior Manager, Customer and Referrer Support will lead a dynamic and customer-focused team, overseeing both existing customer support and interactions with broker and installer partners. This role is pivotal in driving exceptional service delivery, fostering team development, and implementing continuous improvement initiatives. As a key leader in the Operations team, the Senior Manager will shape the future of customer and referrer support at Plenti.

This role is offered on a 12 month fixed term contract.
 
Key Responsibilities

Operational Excellence

• Establish and maintain best-in-class practices, processes, and systems to foster a culture of continuous improvement
• Drive the achievement of customer satisfaction goals, ensuring service levels and quality standards are consistently met or exceeded
• Manage daily team operations, including workforce planning, prioritising, and delegating tasks to maintain seamless functionality
• Provide resources and tools necessary to deliver high-quality service across customer and referrer interactions
• Analyse data and reporting metrics to monitor team performance and identify actionable insights for improvement
• Address and resolve complex or escalated service issues, collaborating with the Complaints team to identify root causes and implement solutions
• Partner with the broader Operations team to align with and support business growth initiatives

Leadership and Team Development

•Lead, coach, and develop Team Leaders and their respective teams, fostering a culture of performance, accountability, and professional growth
•Conduct regular one-on-one meetings to assess development needs, align on goals, and ensure skill-building opportunities are utilised effectively
• Collaborate with People & Culture to recruit, onboard, and retain top talent for the team
• Drive consistent and transparent communication across the team, integrating feedback and customer insights to enhance service delivery
• Embed a robust performance framework, reviewing outcomes against targets and implementing improvement strategies

Experience & Skills

• Experience: minimum 5 years of experience in customer service or call center management, preferably within the banking or financial services sector
• Customer Service Expertise: strong knowledge of customer service principles, practices, and "voice of the customer" methodologies
• Technical Proficiency: proficiency with customer service software, databases, and CRM tools
• Communication Skills: outstanding written and verbal communication skills, with the ability to effectively address diverse audiences
• Leadership Skills: proven ability to build rapport, motivate, and develop teams; strong interpersonal and coaching capabilities
• Strategic Thinking: skilled in workforce management, including demand and capacity planning, with a focus on operational efficiency
• Problem Solving: adept at resolving complex issues, analysing data to drive decision-making, and implementing long-term solutions

What's life like at Plenti?

Working at Plenti means joining a team that is high-performing, diverse, customer-focused and collaborative. It’s a place where everyone can “make it happen” and share in the results and success. If being in a dynamic industry as part of a market-leading fintech sounds like you, then join to help us reshape Australia’s financial eco-system for the good.

In return, you will enjoy a culture of innovation and entrepreneurship to take your career further. We offer flexible working and volunteer and study leave to develop your skills. We also have monthly social events, office snacks, company Townhalls and D&I initiatives and events to help you connect with your colleagues. 

Plenti is committed to a diverse and inclusive workforce. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply, let us know any reasonable adjustments you may need during the interview process so we can accommodate you.