Team Leader, Customer Care - All Locations Considered

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

Description

• Employment Type: Permanent
• Location: All locations across Australia considered

About the role

Are you an experienced people leader who is passionate about delivering fair customer outcomes, developing a high-performing team and improving complaint handling practices?

As the Team Leader, Customer Care, you will provide operational leadership to CSC's Internal Dispute Resolution function. You will lead and support a team responsible for managing complex customer complaints and disputes, ensuring matters are resolved fairly, consistently and within regulatory and internal service standards.

You will oversee team workflows, capability and performance, while acting as an escalation point for complex or sensitive customer, technical, legislative, policy and procedural matters. Through complaint insights, customer feedback and collaboration with stakeholders across CSC, you will help identify emerging risks and systemic issues, strengthen complaint handling practices and support continuous improvement.

This is an opportunity to lead a skilled and committed team, influence meaningful improvements and make a tangible difference to CSC's customers.

Key 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 standardsIdentify 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

What we are looking for

• Proven people leadership experience, with the ability to guide, motivate and develop a high-performing team
• 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

Why join the team?

• Permanent full-time opportunity within Canberra or remote working arrangements
• Lead a team that plays an important role in delivering fair, timely and customer-focused complaint outcomes
• Build team capability and strengthen consistent, high-quality complaint handling practices
• Work collaboratively across CSC to address systemic issues, manage emerging risks and support meaningful service improvements
• Use complaint insights and customer feedback to influence better customer and organisational outcomes

• Applications close: 4 November 2026

What you'll get in return

A career where you belong

At CSC, we're committed to more than super - we're committed to people. That means creating a workplace that values diversity, promotes equity, and fosters inclusion across everything we do.

Our gender equality strategy is more than a promise - it's a plan. We're actively increasing representation in our workforce, removing barriers to career progression, and creating pathways for all employees to grow and succeed.

We welcome candidates of all genders, cultural backgrounds, ages, sexualities, and abilities. We offer flexible work, inclusive policies, and development opportunities designed to support you at every stage of your career.

We're proud to be an equal opportunity employer - and proud of the progress we're making. Join a workplace where you can thrive, grow, and belong.