Team Leader Customer Care (Case Management)

About the role

The Client Support team is a specialist unit within Macquarie's Client Service and Support division in Banking and Financial Services, acting as the final internal escalation point for the most complex and sensitive customer cases. As Team Leader, you will guide and develop the team's customer support capabilities, based in either Brisbane or Sydney.

Key responsibilities

• Directly manage a team of Customer Support Specialists, running regular stand-ups, conducting performance reviews and giving ongoing coaching
• Oversee the strategic approach to complex customer cases and ensure Service Level Agreements are consistently met
• Partner with Product and other stakeholders to identify, escalate and resolve operational blockers and improve customer experience and internal workflows
• Review and resolve standard, low-complexity issues while understanding their broader implications

Required profile

• Proven experience managing, mentoring and developing a team, with a track record of effective stand-ups and structured performance reviews
• Experience managing workflows in a high-volume or specialist customer support environment
• Ability to guide the strategy for resolving escalated, complex and sensitive customer cases
• Stakeholder management experience, especially with Product, and resilience supporting teams handling sensitive customer vulnerability cases
• Excellent communication skills and understanding of operational risks and regulatory obligations around customer vulnerability and complaints in banking

What we offer

• Wellbeing leave day per year, up to 5 additional service bonus leave days, and up to 20 weeks' paid parental leave
• Employee Assistance Program and wellbeing benefits, salary packaging options and learning and development opportunities
• Hybrid and flexible working arrangements, dependent on role, plus reimbursement for work from home equipment