At a Glance
- Tasks: Lead a dynamic team to resolve customer complaints and improve service outcomes.
- Company: Join CSC, a leader in banking and financial services with a commitment to diversity.
- Benefits: Enjoy flexible work arrangements, career development, and a supportive workplace culture.
- Other info: Be part of a diverse team that values equity and inclusion.
- Why this job: Make a real impact by enhancing customer experiences and driving meaningful improvements.
- Qualifications: Proven leadership skills and experience in complaint handling and customer service.
The predicted salary is between 75600 - 92400 $ per year.
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 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
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
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.
Application Deadline
Applications close: 4 November 2026
Learn More About CSC And Our Benefits www.csc.gov.au/Members/About-CSC/Careers
Team Leader, Customer Care in Melbourne employer: Commonwealth Superannuation Corporation
At CSC, we pride ourselves on being an exceptional employer, offering a permanent opportunity for a Senior Finance Systems Specialist in the vibrant cities of Canberra or Sydney. Our commitment to diversity and inclusion is reflected in our flexible work arrangements, ongoing training, and meaningful projects that empower employees to thrive and grow in their careers. Join us to be part of a collaborative culture that values your contributions and supports your professional development.
Contact Details:
Commonwealth Superannuation Corporation Recruitment Team
