Client Care Team Leader — Hybrid & Growth

Cuscal Limited; Sydney; Hybrid; AUD 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Ignite program recognizing achievement

Wellbeing initiatives and Cuscal perks

Parental leave

Novated leasing

Option to purchase additional annual/s

Zusammenfassung

Cuscal Limited seeks a Team Leader, Client Care to lead the day-to-day performance and development of the Client Care team, coaching staff to deliver consistent high-quality service. You'll partner with cross-functional teams to improve processes, reduce manual work and enhance the customer experience.

This role offers a hybrid work model and opportunities to implement AI and automation, with a focus on risk controls and staff development.

Qualifikationen

• 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.

Aufgaben

• Leading, coaching and supporting Client Care Officers to achieve strong service and operational outcomes.
• Monitoring customer demand, call volumes, service levels and quality.
• Acting as the initial escalation point for significant customer, employee and operational matters.
• Using operational data, customer feedback and frontline insights to identify service gaps and improvement opportunities.
• Reviewing processes, procedures and ways of working to reduce complexity, duplication and manual activity.
• Exploring opportunities to use AI, automation, workflow tools and data capabilities.
• Partnering with Technology, Risk, Compliance and Information Security teams to implement sustainable improvements.
• Managing Quality Assurance and supporting training and development across the team.
• Ensuring risks, incidents and control weaknesses are appropriately managed and escalated.

Kenntnisse

People leadership

Coaching

Problem-solving

Stakeholder management

Written communication

Verbal communication

Digital literacy

Microsoft Office

Tools

Microsoft Office

Jobbeschreibung

Cuscal Limited seeks a Team Leader, Client Care to lead the day-to-day performance and development of the Client Care team, coaching staff to deliver consistent high-quality service. You'll partner with cross-functional teams to improve processes, reduce manual work and enhance the customer experience.

This role offers a hybrid work model and opportunities to implement AI and automation, with a focus on risk controls and staff development.