Team Leader, Client Care Full-Time

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

Benefits offered by this job

Hybrid work model

Ignite program recognizing achievement

Wellbeing initiatives and Cuscal perks

Parental leave

Novated leasing

Option to purchase additional annual/s

Job summary

Cuscal Limited seeks a Team Leader, Client Care to lead the day-to-day performance and development of the Client Care team, coaching staff to deliver consistent high-quality service. You'll partner with cross-functional teams to improve processes, reduce manual work and enhance the customer experience.

This role offers a hybrid work model and opportunities to implement AI and automation, with a focus on risk controls and staff development.

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

• 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.

Skills

People leadership

Coaching

Problem-solving

Stakeholder management

Written communication

Verbal communication

Digital literacy

Microsoft Office

Tools

Microsoft Office

Job description

Company 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.

Forward with Cuscal

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.

Job Description

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 can lead a critical frontline operation while helping protect financial institutions and their customers. Eligible employees can access a range of benefits designed to support work, family and personal priorities, including:

• Work in a hybrid model that supports your lifestyle and goals.
• We celebrate success: Our IGNITE program recognises individual and team achievements.
• Wellbeing focus: We support your physical, mental and financial health with holistic initiatives and access to discounts via Cuscal Advantage.
• Employer-funded paid parental leave
• Novated leasing through Cuscal’s approved provider
• The option to purchase additional annual leave

Benefit arrangements are governed by the relevant Cuscal policies and may change. Candidates should refer to current policy information for full eligibility and conditions.

Cuscal is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process.

We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTQIA+ and people from culturally diverse backgrounds to explore career opportunities with Cuscal.

Note: Cuscal does not accept unsolicited resumes from recruitment agencies or search firms.