Job DetailsJob Type: Permanent - Full TimeLocation: CanberraJob Category: Banking and Financial Services, Insurance & SuperannuationJob DescriptionEmployment Type: PermanentLocation: All locations across Australia consideredAbout The RoleAre 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 ResponsibilitiesLead and develop a high-performing, customer-focused Customer Care teamManage workloads, priorities and resources to support timely complaint resolutionOversee complex and sensitive complaints, ensuring fair, compliant and evidence-based outcomesAct as an escalation point for complex customer, policy and procedural mattersMaintain complaint handling quality,



compliance and regulatory standardsIdentify systemic issues, emerging risks and improvement opportunitiesAnalyse complaint trends and customer feedback to improve outcomesPartner with Quality Assurance, Compliance, Risk, Legal and operational teams to strengthen complaint handling practicesWhat We Are Looking ForProven people leadership experience, with the ability to guide, motivate and develop a high-performing teamStrong coaching, feedback and performance management capabilitySound knowledge of internal dispute resolution obligations, complaint handling frameworks and governance expectationsExperience overseeing complex and sensitive customer matters and supporting fair, empathetic and defensible outcomesKnowledge of relevant compliance and regulatory standards, with a focus on continuous improvementStrong analytical and problem-solving skills, including the ability to identify trends, risks and practical solutionsExperience managing workloads, service standards, performance measures and team outcomesStrong stakeholder engagement and communication skills, including the ability to provide constructive feedback and manage difficult conversationsExperience preparing operational or governance reporting and communicating risks,



trends and recommendationsThe ability to adapt to changing priorities and manage multiple responsibilities effectivelyKnowledge of the superannuation industry and CSC's operating environmentWhy join the team?
Permanent full-time opportunity within Canberra or remote working arrangementsLead a team that plays an important role in delivering fair, timely and customer-focused complaint outcomesBuild team capability and strengthen consistent, high-quality complaint handling practicesWork collaboratively across CSC to address systemic issues, manage emerging risks and support meaningful service improvementsUse complaint insights and customer feedback to influence better customer and organisational outcomesWhat You'll Get In ReturnA career where you belongAt 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 adaptable 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.Application DeadlineApplications close: 4 November ****Learn More About CSC And Our Benefitswww.csc.gov.au/Members/About-CSC/Careers
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📌 Team Leader, Customer Care - All Locations Considered (Gold Coast)
🏢 Commonwealth Superannuation
📍 Gold Coast