Team Leader, Internal Dispute Resolution and Quality Assurance
16/04/2025
30/04/2025
Permanent - Full Time
Sydney
Banking and Financial Services,Call Centre and Customer Service,Insurance & Superannuation
Job Description
Your new role
As the Team Leader, Internal Dispute Resolution and Quality Assurance you will provide day-to-day leadership and operational support to the Internal Dispute Resolution (IDR) and Quality Assurance (QA) team. You will be overseeing the resolution of complex customer complaints and disputes while ensuring the highest standards of quality across all CSC schemes and products. This will allow you to focus on improving team performance, customer satisfaction, regulatory compliance and process enhancement.
To be successful in the role, you will be a proactive and people-focused leader who brings a strong blend of empathy, resilience and the ability to work effectively with a diverse team. You’ll be confident engaging with a wide range of stakeholders and comfortable partnering with the broader business. A proven ability to lead through change, taking initiative and managing detail-oriented work will be essential.
Key Responsibilities
Provide operational leadership to IDR and QA Case Managers to deliver exceptional service in resolving formal complaints and ensuring quality in customer interactions
Oversee the investigation, analysis and resolution of complex customer complaints and care cases within regulated service levels
Ensure that all complaints are managed effectively and escalated when necessary
Provide guidance on preparing clear, comprehensive responses that reflect CSC's position and aim for customer satisfaction
Lead the team in performing quality assurance assessments across customer interactions, including phone calls, emails, and internal processes
Ensure that evaluations are consistent and aligned with compliance standards
Provide ongoing feedback to the team through coaching, training, and performance reviews
Deliver constructive, empathetic and confidential feedback to foster an environment of continuous development and accountability
We are open to candidates across Australia who meet the hiring criteria below.
Desired Skills and Experience
What you’ll need to excel
You must be an Australian Citizen or Permanent Resident
Leadership experience with the ability to guide and motivate a team to achieve high performance
Strong experience in case management, dispute resolution and quality assurance within a regulated environment
Knowledge of compliance and regulatory standards, with a focus on delivering continuous improvement
Strong analytical and problem-solving skills, with a focus on data-driven decision-making
Excellent communication skills, including the ability to give constructive feedback and coach others
Experience in managing performance metrics and reporting on team outcomes
Ability to adapt to changing priorities and manage multiple tasks effectively
What you’ll get in return
Permanent, full-time position with remote/hybrid working benefits
Be part of a friendly, inclusive and collaborative team that genuinely enjoys working together
Support from leaders who listen, provide guidance and empower you to succeed
An opportunity to influence and support the staff who deliver essential frontline services to customers
We are committed to ensure people at CSC thrive - we create learning and development opportunities and nurture our people’s careers, so they lead meaningful and balanced work lives
Benefit from CSC’s commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role
What you will need to do now
To be considered, please submit a current resume along with a cover letter outlining your skills and experience. For any queries relating to this role, please contact recruitment@csc.gov.au
Please note: Agency submissions will not be considered for this position
Applications close: Wednesday 30 April 2025
Why CSC? - The drive to make a difference.
With over $70B in funds under management, CSC has provided superannuation services to employees of the Australian Government and members of the Australian Defence Force for over 100 years. We are proud to serve those who serve Australia.
Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing. Through our world-leading investment strategies, we are always growing and improving. That means creating an environment where each and every one of us has the opportunity to strive together for excellence.
