Responsibilities
Lead and develop a cooperative team, managing daily operations and workloads
Coach team members on processes, conduct performance reviews, and set objectives
Implement and oversee quality assurance for accurate, compliant, and fair case handling
Manage escalated issues and analyze disputed transactions
Champion continuous improvement by identifying efficiencies and implementing new procedures
Develop and maintain process, policy, and training materials
Monitor compliance concerns and analyze operational data for systemic issues
Lead initiatives to address root causes
Oversee and resolve highly complex customer escalations
Guide the team on de-escalation techniques
Requirements
Tertiary qualification in a relevant field
Experience with process improvement methodologies and industry-specific products/services
Proven team leadership or supervisory experience in customer service or dispute resolution with case management focus
Demonstrated experience managing complex customer complaints and disputes, including IDR and ideally EDR
Strong understanding of relevant regulatory frameworks and compliance requirements, including ASIC and AFCA guidelines in Australia
Exceptional coaching, mentoring, and performance management skills
Excellent written and verbal communication, analytical, and problem-solving abilities
Ability to manage multiple priorities, work under pressure,



and meet deadlines
Proficiency in CRM systems, preferably Salesforce, case management software, and Google Suite
Experience leading teams through significant process or organizational changes in a resolutions environment
Experience with complex product disputes or significant regulatory interaction within financial services complaints
Core Competencies
Demonstrates expertise in team leadership, process improvement, and compliance management within customer service and dispute resolution. Proficient in coaching and mentoring while effectively managing complex customer complaints and regulatory interactions.
Highest-signal resume keywords
Team Leadership
Process Improvement Methodologies
Regulatory Compliance (ASIC, AFCA)
Customer Dispute Resolution
Coaching and Mentoring
Hard Skills
Process Improvement
Dispute Resolution
Performance Management
Analytical Skills
Problem-Solving
Soft Skills
Coaching
Mentoring
Communication
Time Management
De-Escalation Techniques
Certifications & Qualifications
Tertiary Qualification in Relevant Field
Industry Keywords
Customer Service
Quality Assurance
Compliance Requirements
Financial Services
Operational Data Analysis
Tools & Technologies
CRM Systems
Salesforce
Case Management Software
Google Suite
#J-*****-Ljbffr

📌 Team Leader – Corrections & Compliance (Brisbane)
🏢 Jobtailor
📍 Brisbane