Job Description
Responsibilities
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Lead and develop a collaborative team, managing daily operations and workloads
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Coach team members on processes, conduct performance reviews, and set objectives
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Implement and oversee quality assurance for accurate, compliant, and fair case handling
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Manage escalated issues and analyze disputed transactions
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Champion continuous improvement by identifying efficiencies and implementing recent procedures
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Develop and maintain process, policy, and training materials
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Monitor compliance concerns and analyze operational data for systemic issues
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Lead initiatives to address root causes
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Oversee and resolve highly complex customer escalations
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Guide the team on de-escalation techniques
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Requirements
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Tertiary qualification in a relevant field
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Experience with process improvement methodologies and industry-specific products/services
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Proven team leadership or supervisory experience in customer service or dispute resolution with case management focus
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Demonstrated experience managing complex customer complaints and disputes, including IDR and ideally EDR
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Strong understanding of relevant regulatory frameworks and compliance requirements, including ASIC and AFCA guidelines in Australia
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Exceptional coaching, mentoring, and performance management skills
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Excellent written and verbal communication, analytical, and problem-solving abilities
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Ability to manage multiple priorities, work under pressure, and meet deadlines
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Proficiency in CRM systems, preferably Salesforce, case management software, and Google Suite
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Experience leading teams through significant process or organizational changes in a resolutions environment
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Experience with complex product disputes or significant regulatory interaction within financial services complaints
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Core Competencies
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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.
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Highest-signal resume keywords
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Team Leadership
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Process Improvement Methodologies
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Regulatory Compliance (ASIC, AFCA)
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Customer Dispute Resolution
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Coaching and Mentoring
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Hard Skills
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Process Improvement
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Dispute Resolution
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Performance Management
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Analytical Skills
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Problem-Solving
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Soft Skills
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Coaching
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Mentoring
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Communication
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Time Management
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De-Escalation Techniques
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Certifications & Qualifications
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Tertiary Qualification in Relevant Field
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Industry Keywords
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Customer Service
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Quality Assurance
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Compliance Requirements
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Financial Services
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Operational Data Analysis
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Tools & Technologies
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CRM Systems
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Salesforce
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Case Management Software
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Google Suite
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📌 Team Leader - Corrections & Compliance (Queensland)
🏢 Jobtailor
📍 Queensland