Remote Customer Care Team Lead - Fair Outcomes

Elmo; Canberra; Remote; AUD 90,000 - 120,000; Full time

Job summary

CSC is seeking an experienced Team Leader, Customer Care to provide operational leadership to its Internal Dispute Resolution function. You will lead a team responsible for managing complex customer complaints, ensuring fair, consistent outcomes within regulatory standards.

You will oversee workflows, performance, and escalation for difficult matters, using complaint insights to identify risks and drive continuous improvement across the organisation.

Qualifications

• Proven people leadership experience.
• Strong coaching, feedback and performance management capability.
• Sound knowledge of internal dispute resolution obligations, complaint handling frameworks and governance expectations.
• Experience overseeing complex and sensitive customer matters and supporting fair, empathetic and defensible outcomes.
• Knowledge of relevant compliance and regulatory standards, with a focus on continuous improvement.
• Strong analytical and problem-solving skills, including the ability to identify trends, risks and practical solutions.
• Experience managing workloads, service standards, performance measures and team outcomes.
• Strong stakeholder engagement and communication skills, including the ability to provide constructive feedback and manage difficult conversations.
• Experience preparing operational or governance reporting and communicating risks, trends and recommendations.
• The ability to adapt to changing priorities and manage multiple responsibilities effectively.
• Knowledge of the superannuation industry and CSC's operating environment.

Responsibilities

• Lead and develop a high-performing, customer-focused Customer Care team.
• Manage workloads, priorities and resources to support timely complaint resolution.
• Oversee complex and sensitive complaints, ensuring fair, compliant and evidence-based outcomes.
• Act as an 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 customer feedback to improve outcomes.
• Partner with Quality Assurance, Compliance, Risk, Legal and operational teams to strengthen complaint handling practices.

Skills

People leadership

Coaching & feedback

Dispute resolution knowledge

Customer complaints handling

Compliance & regulation

Analytical skills

Workload management

Stakeholder engagement

Governance reporting

Adaptability

Superannuation knowledge

Job description

CSC is seeking an experienced Team Leader, Customer Care to provide operational leadership to its Internal Dispute Resolution function. You will lead a team responsible for managing complex customer complaints, ensuring fair, consistent outcomes within regulatory standards.

You will oversee workflows, performance, and escalation for difficult matters, using complaint insights to identify risks and drive continuous improvement across the organisation.