Description
Employment Type:
Permanent
Location:
All locations across Australia considered
About the role
Are you an experienced people leader who is passionate about delivering fair customer outcomes, developing a high-performing team and improving complaint handling practices?
As the
Team Leader, Customer Care
, you will provide operational leadership to CSC's Internal Dispute Resolution function.
You will lead and support a team responsible for managing complex customer complaints and disputes, ensuring matters are resolved fairly, consistently and within regulatory and internal service standards.
You will oversee team workflows, capability and performance, while acting as an escalation point for complex or sensitive customer, technical, legislative, policy and procedural matters.
Through complaint insights, customer feedback and collaboration with stakeholders across CSC, you will help identify emerging risks and systemic issues, strengthen complaint handling practices and support continuous improvement.
This is an opportunity to lead a skilled and committed team, influence meaningful improvements and make a tangible difference to CSC's customers.
Key responsibilities
Lead and develop a high-performing, customer-focused Customer Care team
Manage workloads, priorities and resources to support timely complaint resolution
Oversee complex and sensitive complaints, ensuring fair, compliant and evidence-based outcomes
Act as an escalation point for complex customer, policy and procedural matters
Maintain complaint handling quality, compliance and regulatory standards
Identify systemic issues, emerging risks and improvement opportunities
Analyse complaint trends and customer feedback to improve outcomes
Partner with Quality Assurance,



Compliance, Risk, Legal and operational teams to strengthen complaint handling practices
What we are looking for
Proven people leadership experience, with the ability to guide, motivate and develop a high-performing team
Strong coaching, feedback and performance management capability
Sound knowledge of internal dispute resolution obligations, complaint handling frameworks and governance expectations
Experience overseeing complex and sensitive customer matters and supporting fair, empathetic and defensible outcomes
Knowledge of relevant compliance and regulatory standards, with a focus on continuous improvement
Strong analytical and problem-solving skills, including the ability to identify trends, risks and practical solutions
Experience managing workloads, service standards, performance measures and team outcomes
Strong stakeholder engagement and communication skills, including the ability to provide constructive feedback and manage difficult conversations
Experience preparing operational or governance reporting and communicating risks, trends and recommendations
The ability to adapt to changing priorities and manage multiple responsibilities effectively
Knowledge of the superannuation industry and CSC's operating environment
Why join the team?
Permanent full-time opportunity within Canberra or remote working arrangements




Lead a team that plays an important role in delivering fair, timely and customer-focused complaint outcomes
Build team capability and strengthen consistent, high-quality complaint handling practices
Work collaboratively across CSC to address systemic issues, manage emerging risks and support meaningful service improvements
Use complaint insights and customer feedback to influence better customer and organisational outcomes
How to apply
To apply for this opportunity, please submit your CV.
To ensure all applications are considered in the review process, we request you to please apply through the advertised links only.
Applications close:
4 November ****
For any other questions about this role, contact
******
Please note:
no agency applications accepted
What you'll get in return
A career where you belong
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.
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.
We welcome candidates of all genders, cultural backgrounds, ages, sexualities, and abilities.
We offer versatile work, inclusive policies, and development opportunities designed to support you at every stage of your career.
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.
Learn more about CSC and our benefits:

📌 Team Leader, Customer Care - All Locations Considered (Canberra)
🏢 Commonwealth Superannuation
📍 Canberra