Client Care Team Lead — Hybrid & Growth Focus

Cuscal; New South Wales; Hybrid; AUD 90,000 - 125,000; Full time

Benefits offered by this job

Hybrid work model

IGNITE program

Wellbeing benefits

Parental leave

Novated leasing

Extra annual leave

Job summary

Cuscal is seeking a Team Leader, Client Care to guide and develop a high-performing Client Care team in a hybrid environment. You will drive consistent, high-quality customer outcomes while coaching others to solve problems and improve services across partnerships, technology, and operations.

In this role you will monitor service levels, coach staff, escalate significant issues, and lead process improvements, including exploring AI and automation opportunities to simplify workflows and reduce

Qualifications

• Experience leading teams in customer service or contact centres.
• Proven coaching and development of employees.
• Strong problem-solving and critical-thinking skills.
• Ability to monitor service delivery and quality outcomes.

Responsibilities

• Lead and develop the Client Care team to achieve strong service outcomes.
• Monitor demand, call volumes, service levels and quality.
• Act as escalation point for significant customer and operational matters.
• Use data and feedback to identify gaps and opportunities for improvement.
• Drive process simplification and explore AI/automation opportunities.

Skills

Team leadership

Coaching

Stakeholder management

Problem solving

Communication

Tools

Microsoft Office

Job description

Cuscal is seeking a Team Leader, Client Care to guide and develop a high-performing Client Care team in a hybrid environment. You will drive consistent, high-quality customer outcomes while coaching others to solve problems and improve services across partnerships, technology, and operations.

In this role you will monitor service levels, coach staff, escalate significant issues, and lead process improvements, including exploring AI and automation opportunities to simplify workflows and reduce