At a Glance
- Tasks: Lead a dynamic Customer Care team to resolve complex customer complaints and improve service outcomes.
- Company: Join CSC, a diverse and inclusive superannuation corporation committed to fair customer outcomes.
- Benefits: Enjoy flexible work arrangements, career development opportunities, and a supportive workplace culture.
- Other info: Be part of a progressive organisation that values diversity and promotes equity.
- Why this job: Make a real impact by leading a team that champions customer satisfaction and continuous improvement.
- Qualifications: Proven leadership experience and strong skills in complaint handling and team management.
The predicted salary is between 75600 - 92400 $ per year.
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
For any other questions about this role, contact ***********@csc.gov.au. Please note: no agency applications accepted.
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.
Learn more about CSC and our benefits: www.csc.gov.au/Members/About-CSC/Careers
Team Leader, Customer Care in Canberra employer: CSC Commonwealth Superannuation Corporation
CSC Commonwealth Superannuation Corporation is an exceptional employer that prioritises employee well-being and professional growth. With a flexible hybrid work model, enhanced parental leave, and a strong commitment to diversity and inclusion, CSC fosters a supportive environment where all employees can thrive. The organisation not only values high-quality compliance services but also invests in the development of its team members, ensuring they have the resources and opportunities to succeed in their careers.
Contact Details:
CSC Commonwealth Superannuation Corporation Recruitment Team
