Remediation Team Leader

Singtel Group; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible working

Employee discounts

Parental leave

Wellbeing support

On-site facilities

Job summary

Optus is seeking a Remediation Team Leader to oversee a team resolving the most complex, high-impact customer issues, including executive complaints, tribunals, and privacy incidents. The role emphasizes risk assessment, ethical judgement, and protecting customer outcomes while upholding regulatory standards.

This 12-month fixed-term position offers flexible work arrangements with hybrid office/remote days and opportunities to influence senior leadership decisions and governance across customer

Qualifications

• Proven experience leading teams in remediation environments.
• Experience handling high-risk, high-impact remediation cases including executive complaints and regulatory implications.
• Ability to govern across customer advocacy, remediation, and dispute resolution in a regulated setting.

Responsibilities

• Taking ownership of high-risk, high-impact customer issues including executive complaints, tribunals, and privacy incidents.
• Leading a team of remediation specialists with triage, prioritisation, and timely resolution within SLAs.
• Managing executive-level complaints while balancing urgency, harm risk, and regulatory exposure.
• Providing high-quality recommendations and remediation outcomes to senior leaders on complex matters.
• Ensuring adherence to internal standards and regulatory requirements in non-standard scenarios.

Skills

Team leadership

Remediation experience

Executive complaints handling

Regulatory risk management

Stakeholder management

Judgement & decision-making

Communication skills

Job description

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.

As the Remediation Team Leader at Optus, you'll play a critical leadership role within our customer division. In this role, you will lead a team responsible for resolving the most complex, high-risk, and high-impact customer issues. You will bring strong remediation expertise and leadership capability to guide decision-making in situations requiring advanced risk assessment, ethical judgement, and stakeholder alignment - directly influencing customer outcomes and protecting Optus’ reputation.

The role manages a team with independent review of escalated and complex cases, including matters referred by the ExCo, senior leaders, the Telecommunications Industry Ombudsman (TIO) and other external bodies.

Please note this is a 12-month fixed term opportunity.

What You’ll Do | Your day to day will consist of

• Taking full ownership of high-risk, high-impact customer issues, including executive complaints, tribunal matters, and privacy incidents.


• Leading a team of remediation specialists, ensuring effective triage, prioritisation, and resolution of complex cases within defined SLAs.


• Managing executive-level complaints, balancing urgency, customer harm risk, and regulatory exposure.


• Providing clear, high-quality recommendations and remediation outcomes to senior leaders on complex, high-risk matters.


• Ensuring adherence to internal standards and regulatory requirements, particularly in non-standard or exception-based scenarios.

What You Bring | What makes you perfect for the role?

• Proven experience (essential) leading teams in a customer remediation environment, with clear accountability for outcomes.


• Strong experience managing high-risk, high-impact remediation cases, including executive complaints, tribunal matters, and issues with regulatory and reputational implications.


• Demonstrated ability to lead decision-making and provide governance across customer advocacy, remediation, and dispute resolution in a highly regulated environment.


• Experience overseeing vulnerable customer cases, ensuring appropriate remediation outcomes.


• Exceptional judgement and critical thinking when managing complex, sensitive issues where there is little or no precedent.


• Strong communication and stakeholder management skills, with the ability to influence senior leaders and represent the function effectively.


• Ability to interpret regulatory frameworks and align to operational practices.

The good stuff…. | What’s in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.


• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.


• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.


• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.


• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.


• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).


• Put your wellbeing first with free access to counseling and support services, 24/7 - in-person, by phone, SMS, or video.


• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [e-mail] or call 1800 309 170.