Remote-Eligible Team Leader, Customer Care & Disputes

Commonwealth Superannuation Corporation; Canberra; Remote; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible work arrangements

Remote working options

Job summary

Commonwealth Superannuation Corporation is seeking an experienced people leader to head the Customer Care team and oversee the Internal Dispute Resolution function. You will lead a team handling complex complaints and disputes, ensuring fair, consistent and compliant outcomes.

You will oversee workflows, capability and performance, serving as an escalation point for regulatory, policy and procedural matters, and drive continuous improvement across CSC’s complaint handling.

Qualifications

• Proven people leadership experience with the ability to guide and develop a high-performing team.
• Strong coaching, feedback and performance management capability.
• Sound knowledge of internal dispute resolution obligations and governance.
• Experience overseeing complex customer matters and delivering fair, defensible outcomes.
• Knowledge of compliance and regulatory standards with a focus on continuous improvement.
• Strong analytical and problem-solving skills to identify trends and risks.
• Experience managing workloads, service standards and team outcomes.
• Excellent stakeholder engagement and communication skills for difficult conversations.

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 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 customer feedback to improve outcomes.
• Partner with QA, Compliance, Risk, Legal and operations to strengthen practices.

Job description

Commonwealth Superannuation Corporation is seeking an experienced people leader to head the Customer Care team and oversee the Internal Dispute Resolution function. You will lead a team handling complex complaints and disputes, ensuring fair, consistent and compliant outcomes.

You will oversee workflows, capability and performance, serving as an escalation point for regulatory, policy and procedural matters, and drive continuous improvement across CSC’s complaint handling.