Team Leader, Client Care

Cuscal Limited; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Recognition and growth

Wellbeing focus

Diversity and inclusion

Job summary

Cuscal Limited in Sydney is seeking a Team Leader, Client Care to guide the day-to-day performance and development of the Client Care team, creating a supportive environment where staff deliver consistently strong customer outcomes.

You will collaborate with Client Partnerships, Technology, IT Operations and other internal teams to oversee service delivery, quality, coaching and operational support while driving improvements to simplify processes and reduce manual work.

Qualifications

• 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.

Responsibilities

• Lead, coach and support Client Care Officers to achieve strong service and operational outcomes.
• Monitor customer demand, call volumes, service levels and quality.
• Act as the initial escalation point for significant customer, employee and operational matters.
• Use operational data, customer feedback and frontline insights to identify service gaps and improvement opportunities.
• Review processes, procedures and ways of working to reduce complexity, duplication and manual activity.
• Explore opportunities to use AI, automation, workflow tools and data capabilities.
• Partner with Technology, Risk, Compliance and Information Security teams to implement sustainable improvements.
• Manage Quality Assurance and support training and development across the team.
• Ensure risks, incidents and control weaknesses are appropriately managed and escalated.

Skills

People leadership

Coaching employees

Customer service

Operational performance

Stakeholder management

Communication skills

Problem-solving

Process improvement

Digital literacy

Tools

CRM systems

Workflow tools

AI automation tools

Job description

At Cuscal, your skills drive change and make a real impact. As Team Leader, Client Care, you will support the delivery of high-quality customer experiences while helping your team grow, perform and succeed.

Join a collaborative environment where you can challenge existing ways of working, improve operational processes and explore how technology can create better outcomes for customers and employees.

Forward with Cuscal.

Job Description

Your opportunity

As Team Leader, Client Care you will lead the day-to-day performance and development of our Client Care team. You will create a supportive environment where employees feel confident solving problems, improving services and delivering consistently strong customer outcomes.

Working closely with Client Partnerships, Technology, IT Operations and other internal teams, you will oversee service delivery, quality, coaching and operational support. You will also lead improvements that simplify processes, reduce manual work and enhance the customer experience.

You’ll also make an impact by:

• 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.

Qualifications

What you’ll bring

You are an experienced people leader who enjoys developing others and creating an environment where great customer service can thrive. You are comfortable balancing day-to-day operational priorities with longer-term improvement opportunities.

You will bring curiosity, sound judgement and a practical approach to problem-solving. You are willing to challenge established processes while bringing employees and stakeholders along on the journey.

To succeed in this role, you’ll have:

• 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.

Additional Information

Why Cuscal?

At Cuscal, you’ll find a strong, successful company that’s reimagining the future. And our team is right there at the heart of it all.

Here, you’ll deliver or supportinteresting, ground-breaking workthat hasreal impact- on Australia’s financial services sector and the millions of customers it serves.

You’ll innovate alongsideskilled, smart, connected teams.

And you’ll build animpressive, fulfilling careerthat continues to grow.

You’ll also enjoy a range of benefits, including:

• Recognition and growth: Celebrate achievements through IGNITE and grow with tailored development opportunities.
• Wellbeing focus: Access initiatives supporting physical, mental, and financial health, plus discounts via ‘Cuscal Advantage.’
• Diversity and inclusion: Join a workplace that values different perspectives and flexible work arrangements.

Join us and reimagine the future