Team Leader, Customer Care (Internal Dispute Resolution)

About the role

CSC is looking for an experienced people leader to act as Team Leader, Customer Care, leading its Internal Dispute Resolution function. The team manages complex customer complaints and disputes so they are resolved fairly, consistently and within regulatory and internal service standards. The role is open to all locations across Australia, with Canberra listed as the primary location.

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
• Analyse complaint trends and customer feedback to identify systemic issues and improvement opportunities
• Partner with Quality Assurance, Compliance, Risk, Legal and operational teams to strengthen complaint handling

Required profile

• Proven people leadership experience, with strong coaching, feedback and performance management capability
• Experience overseeing complex and sensitive customer matters and supporting fair, empathetic outcomes
• Knowledge of the superannuation industry and CSC's operating environment
• Ability to prepare operational or governance reporting and communicate risks, trends and recommendations

Required skills

• Sound knowledge of internal dispute resolution obligations, complaint handling frameworks and governance expectations
• Knowledge of relevant compliance and regulatory standards
• Strong analytical and problem-solving skills, including identifying trends and risks
• Stakeholder engagement and communication skills, including managing difficult conversations

What we offer

• Permanent full-time position, with Canberra or remote working arrangements
• A career path supported by flexible work, inclusive policies and development opportunities

Applications close on 4 November 2026; only applications submitted through the advertised links are considered, and agency applications are not accepted.