Responsibilities

- Lead and develop a collaborative 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 workplace
- 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

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