Customer Care Team Lead - Dispute Resolution & Compliance

Commonwealth Superannuation Corporation; Sydney; Remote; AUD 90,000 - 130,000; Full time

Job summary

Commonwealth Superannuation Corporation in Sydney is seeking a Team Leader, Customer Care to guide a high-performing team delivering fair customer outcomes and robust complaint handling. You will oversee complex cases, drive improvements and work with stakeholders across CSC to strengthen governance and risk management.

The role offers permanent full-time employment with Canberra-based or remote working arrangements, dedicated to continuous improvement and customer-centric service delivery.

Qualifications

• Proven people leadership experience and ability to develop a high-performing team.
• Strong coaching, feedback and performance management skills.
• Sound knowledge of internal dispute resolution obligations and governance expectations.
• Experience overseeing complex and sensitive customer matters with fair, defensible outcomes.
• Knowledge of compliance standards and continuous improvement focus.
• Strong analytical and problem-solving abilities to identify trends and risks.
• Experience managing workloads, service standards and team performance metrics.
• Effective stakeholder engagement and communication skills for difficult conversations.
• Experience preparing operational or governance reporting and communicating risks and trends.

Responsibilities

• Lead and develop a high-performing, customer-focused team.
• Manage workloads, priorities and resources to support timely complaint resolution.
• Oversee complex and sensitive complaints with fair, evidence-based outcomes.
• Act as escalation point for complex customer, policy and procedural matters.
• Maintain complaint handling quality, compliance and regulatory standards.
• Identify systemic issues, emerging risks and improvement opportunities.
• Analyse complaint trends and feedback to improve outcomes.
• Collaborate with QA, Compliance, Risk, Legal and operations to strengthen practices.

Skills

People leadership

Coaching & feedback

Dispute resolution knowledge

Handling complex matters

Regulatory compliance

Analytical thinking

Workload management

Stakeholder engagement

Governance reporting

Job description

Commonwealth Superannuation Corporation in Sydney is seeking a Team Leader, Customer Care to guide a high-performing team delivering fair customer outcomes and robust complaint handling. You will oversee complex cases, drive improvements and work with stakeholders across CSC to strengthen governance and risk management.

The role offers permanent full-time employment with Canberra-based or remote working arrangements, dedicated to continuous improvement and customer-centric service delivery.