ResponsibilitiesLead and develop a team-oriented team, managing daily operations and workloadsCoach team members on processes, conduct performance reviews, and set objectivesImplement and oversee quality assurance for accurate, compliant, and fair case handlingManage escalated issues and analyze disputed transactionsChampion continuous improvement by identifying efficiencies and implementing new proceduresDevelop and maintain process, policy, and training materialsMonitor compliance concerns and analyze operational data for systemic issuesLead initiatives to address root causesOversee and resolve highly complex customer escalationsGuide the team on de-escalation techniquesRequirementsTertiary qualification in a relevant fieldExperience with process improvement methodologies and industry-specific products/servicesProven team leadership or supervisory experience in customer service or dispute resolution with case management focusDemonstrated experience managing complex customer complaints and disputes, including IDR and ideally EDRStrong understanding of relevant regulatory frameworks and compliance requirements, including ASIC and AFCA guidelines in AustraliaExceptional coaching, mentoring, and performance management skillsExcellent written and verbal communication, analytical, and problem-solving abilitiesAbility to manage multiple priorities,



work under pressure, and meet deadlinesProficiency in CRM systems, preferably Salesforce, case management software, and Google SuiteExperience leading teams through significant process or organizational changes in a resolutions environmentExperience with complex product disputes or significant regulatory interaction within financial services complaintsCore CompetenciesDemonstrates 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 keywordsTeam LeadershipProcess Improvement MethodologiesRegulatory Compliance (ASIC, AFCA)Customer Dispute ResolutionCoaching and MentoringHard SkillsProcess ImprovementDispute ResolutionPerformance ManagementAnalytical SkillsProblem-SolvingSoft SkillsCoachingMentoringCommunicationTime ManagementDe-Escalation TechniquesCertifications & QualificationsTertiary Qualification in Relevant FieldIndustry KeywordsCustomer ServiceQuality AssuranceCompliance RequirementsFinancial ServicesOperational Data AnalysisTools & TechnologiesCRM SystemsSalesforceCase Management SoftwareGoogle Suite
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📌 Team Leader – Corrections & Compliance (Brisbane)
🏢 Jobtailor
📍 Brisbane