Team Leader, Customer Resolution & Regulation

Pepper Money Anz; Sydney; On-site; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Annual leave loading

In-office attendance

Job summary

NSW Fair Trading is seeking a proactive Team Leader, Customer Resolution, to oversee a team delivering resolution services aligned with regulatory priorities in the strata sector. Lead staff, prioritise escalations based on risk, and drive continuous improvement while ensuring fair and consistent customer outcomes.

The role sits within NSW Fair Trading's Strata and Property Services Branch. The team works to resolve strata complaints with a focus on identifying poor conduct, delivering

Qualifications

• Proven leadership and team management experience in a regulatory or high-volume service environment.
• Strong written and verbal communication with negotiation skills.
• Analytical and problem-solving abilities to identify trends and issues.
• Proven ability to manage complex customer matters with a risk-based approach.
• Sound knowledge of relevant legislation and compliance frameworks.

Responsibilities

• Lead a customer-resolution team to deliver responsive, customer-centric services that advance regulatory priorities.
• Oversee complex and escalated matters, identifying issues for referral while ensuring fairness and transparency.
• Manage complex customer interactions via written and verbal communication with professionalism.
• Apply legislation, policies and procedures to guide decisions and support regulatory reform.
• Monitor workloads and prioritise based on risk, informing improvements in customer and regulatory outcomes.
• Coach and develop staff to meet service standards and deliver strong customer experiences.

Skills

Leadership

Team management

Analytical skills

Communication

Problem-solving

Regulatory knowledge

Risk-based prioritisation

Coaching staff

Job description

NSW Fair Trading is seeking a proactive Team Leader, Customer Resolution, to oversee a team delivering resolution services aligned with regulatory priorities in the strata sector. Lead staff, prioritise escalations based on risk, and drive continuous improvement while ensuring fair and consistent customer outcomes.

The role sits within NSW Fair Trading's Strata and Property Services Branch. The team works to resolve strata complaints with a focus on identifying poor conduct, delivering