Client Care Team Lead: Elevate Service & Efficiency

Cuscal Limited; Sydney; Presencial; AUD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Recognition and growth

Wellbeing focus

Diversity and inclusion

Descripción de la vacante

Cuscal Limited in Sydney is seeking a Team Leader, Client Care to guide the day-to-day performance and development of the Client Care team, creating a supportive environment where staff deliver consistently strong customer outcomes.

You will collaborate with Client Partnerships, Technology, IT Operations and other internal teams to oversee service delivery, quality, coaching and operational support while driving improvements to simplify processes and reduce manual work.

Formación

• Previous team leadership or people management experience within customer service, contact centre or operational environments.
• Demonstrated experience coaching and developing employees.
• Strong problem-solving and critical-thinking skills.
• Experience monitoring service delivery, operational performance or quality outcomes.
• The ability to review processes and identify practical opportunities for improvement.
• Strong written and verbal communication skills.
• Effective stakeholder management, collaboration and influencing capability.
• Sound understanding of operational risk, controls and compliance responsibilities.
• Good digital literacy, including experience using Microsoft Office.

Responsabilidades

• Lead, coach and support Client Care Officers to achieve strong service and operational outcomes.
• Monitor customer demand, call volumes, service levels and quality.
• Act as the initial escalation point for significant customer, employee and operational matters.
• Use operational data, customer feedback and frontline insights to identify service gaps and improvement opportunities.
• Review processes, procedures and ways of working to reduce complexity, duplication and manual activity.
• Explore opportunities to use AI, automation, workflow tools and data capabilities.
• Partner with Technology, Risk, Compliance and Information Security teams to implement sustainable improvements.
• Manage Quality Assurance and support training and development across the team.
• Ensure risks, incidents and control weaknesses are appropriately managed and escalated.

Conocimientos

People leadership

Coaching employees

Customer service

Operational performance

Stakeholder management

Communication skills

Problem-solving

Process improvement

Digital literacy

Herramientas

CRM systems

Workflow tools

AI automation tools

Descripción del empleo

Cuscal Limited in Sydney is seeking a Team Leader, Client Care to guide the day-to-day performance and development of the Client Care team, creating a supportive environment where staff deliver consistently strong customer outcomes.

You will collaborate with Client Partnerships, Technology, IT Operations and other internal teams to oversee service delivery, quality, coaching and operational support while driving improvements to simplify processes and reduce manual work.