Your prospect

As Team Leader Client Care you will lead the day-to-day performance and development of our Client Care team. You will create a supportive environment where employees feel confident solving problems improving services and delivering consistently strong customer outcomes.

Working closely with Client Partnerships Technology IT Operations and other internal teams you will oversee service delivery quality coaching and operational support. You will also lead improvements that simplify processes reduce manual work and enhance the customer experience.

Youll also make an impact by:

- Leading coaching and supporting Client Care Officers to achieve strong service and operational outcomes.
- Monitoring customer demand call volumes service levels and quality.
- Acting as the initial escalation point for significant customer employee and operational matters.
- Using operational data customer feedback and frontline insights to identify service gaps and improvement opportunities.
- Reviewing processes procedures and ways of working to reduce complexity duplication and manual activity.
- Exploring opportunities to use AI automation workflow tools and data capabilities.
- Partnering with Technology Risk Compliance and Information Security teams to implement sustainable improvements.
- Managing Quality Assurance and supporting training and development across the team.
- Ensuring risks incidents and control weaknesses are appropriately managed and escalated.

Qualifications :

What youll bring





You are an experienced people leader who enjoys developing others and creating an environment where great customer service can thrive. You are comfortable balancing day-to-day operational priorities with longer-term improvement opportunities.

You will bring curiosity sound judgement and a practical approach to problem-solving. You are willing to challenge established processes while bringing employees and stakeholders along on the journey.

To succeed in this role youll have:

- Previous team leadership or people management experience within customer service contact centre or operational environments.
- Demonstrated experience coaching and developing employees.
- Strong problem-solving and critical-thinking skills.
- Experience monitoring service delivery operational performance or quality outcomes.
- The ability to review processes and identify practical opportunities for improvement.
- Strong written and verbal communication skills.
- Effective stakeholder management collaboration and influencing capability.
- Sound understanding of operational risk controls and compliance responsibilities.
- Good digital literacy including experience using Microsoft Office.

Additional Information :

Why Cuscal

At Cuscal youll find a strong successful company thats reimagining the future. And our team is right there at the heart of it all.





Here youll deliver or support interesting ground-breaking work that has real impact - on Australias financial services sector and the millions of customers it serves.

Youll innovate alongside skilled smart connected teams.

And youll build an impressive fulfilling career that continues to grow.

Youll also enjoy a range of benefits including:

- Recognition and growth: Celebrate achievements through IGNITE and grow with tailored development opportunities.
- Wellbeing focus: Access initiatives supporting physical mental and financial health plus discounts via Cuscal Advantage.
- Diversity and inclusion: Join a workplace that values different perspectives and flexible work arrangements.

Join us and reimagine the future

Ready to make an impact Click APPLY to join Cuscal today.

If youre excited about this opportunity wed love to explore how you can contribute to our vision for the future. Screening and interviews may occur before the job ad closing date so dont wait - apply now.

Cuscal is an equal opportunity employer committed to an equitable diverse and socially inclusive work environment and a positive barrier-free recruitment process.

We welcome applicants from an Aboriginal and Torres Strait Islander heritage people living with a disability LGBTQIA and people from culturally diverse backgrounds to explore career opportunities with Cuscal.

Note: Cuscal does not accept unsolicited resumes from recruitment agencies or search firms.

Remote Work :

No

Employment Type :

Full-time

📌 Team Leader, Client Care (Sydney)
🏢 Cuscal
📍 Sydney