Job Description

Your opportunity

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 solid 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.

You’ll 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.

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