Job Description
Internal Dispute Resolution Case Manager - hybrid/remote
n
Commonwealth Superannuation Corporation – Sydney CBD NSW
n
n
Employment type: 2 positions available -12 month fixed term and Permanent
n
Location: All locations considered
n
n
About the role
n
Join CSC's Governance & Support team and play a key role in delivering fair, balanced, and customer-focused outcomes through the resolution of complex complaints and disputes. This is an exciting opportunity to work within a purpose-driven function that strengthens customer outcomes, supports regulatory compliance, and contributes to continuous improvement across the organisation.
n
As anInternal Dispute Resolution Case Manager, you'll manage complaints and disputes from end to end, applying legislation, scheme rules, and sound judgement to investigate issues, assess evidence, and deliver clear, well-reasoned outcomes. You'll work closely with operational and specialist teams to ensure decisions are fair, consistent, and aligned with CSC's governance obligations.
n
Beyond individual case management, you'll identify complaint trends, systemic issues, and emerging risks, using insights from dispute outcomes to support process improvements, strengthen controls, and enhance service delivery. Through high-quality resolution practices and informed recommendations, you'll contribute to stronger governance, reduced operational risk, and better outcomes for CSC and its customers.
n
Key responsibilities
n
n
Investigate and resolve formal complaints within service levels, gathering data, reviewing legislation, engaging stakeholders, and preparing clear responses.
n
Manage cases end-to-end,



ensuring timely complaint resolution that aligns with CSC's guidelines and regulatory requirements
n
Liaise with internal stakeholders to gather information and drive effective outcomes for customers
n
Analyse complaint trends and identify opportunities to improve customer experiences and business processes
n
Prepare accurate case documentation, correspondence and reporting
n
Support continuous improvement initiatives by identifying systemic issues and recommending solutions
n
n
What we're looking for
n
n
Prior case handling or case management experience, highly desired
n
Strong understanding of complaint resolution frameworks and quality assurance techniques
n
Excellent communication and interpersonal skills, with the ability to provide feedback and collaborate with diverse teams
n
Comfortable engaging directly with customers over the phone and have clear, professional conversations with customers
n
Well-developed time management skills that help you effectively manage competing priorities
n
The ability to build relationships with internal stakeholders at all levels
n
Exposure to de-escalation techniques and resilience on complex cases
n
Analytical mindset with the ability to draw actionable insights from CSC data
n
Commitment to ensuring customer-centric, fair,



and productive resolutions while driving continuous improvement.
n
n
Why join the team?
n
n
This role offers flexibility to suit your life, with hybrid option
n
Become an advocate for the customer and be engaged with their customer journey, ensuring they regain trust in CSC
n
Exposure to multiple business areas and understand CSC through case investigation
n
Join a friendly and positive team who are professional, supportive and caring
n
Work in an environment that celebrates customer-centric innovation and regulatory excellence, empowering you to identify issues, recommend solutions, and shape better processes
n
n
What you'll get in return
n
A career where you belong
n
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.
n
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.
n
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.
n
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.
n
Learn more about CSC and our benefits:
n

-CSC/Careers
#J-*****-Ljbffr

📌 Internal Dispute Resolution Case Manager - Hybrid/Remote (New South Wales)
🏢 Commonwealth Superannuation
📍 New South Wales