Work Location - Brisbane or Sydney

We're looking for a Team Leader to empower and guide a team dedicated to resolving customer issues across Correction, Internal Dispute Resolution (IDR), and External Dispute Resolution (EDR). You'll ensure exceptional service delivery and regulatory adherence through strong coaching, quality assurance, and process improvement.

What You'll Do:

• Lead and develop a collaborative team, managing daily operations and workloads.

• Coach team members on processes, conduct performance reviews, and set objectives.

• Implement and oversee quality assurance for accurate, compliant, and fair case handling.

• Manage escalated issues and analyze disputed transactions.

• Champion continuous improvement, identifying efficiencies and implementing new procedures.

• Develop and maintain process, policy, and training materials.

• Proactively monitor for compliance concerns, analyze operational data for systemic issues, and lead initiatives to address root causes.

• Oversee and resolve highly complex customer escalations, guiding your team on de-escalation.

What experience do you need

• Tertiary qualification in a relevant field.

• Experience with process improvement methodologies and industry-specific products/services.

• Proven team leadership or supervisory experience in customer service or dispute resolution with case management focus.

• Demonstrated experience managing complex customer complaints and disputes, including IDR and ideally EDR.

• Strong understanding of relevant regulatory frameworks and compliance requirements (e.g., ASIC, AFCA guidelines in Australia).

• Exceptional coaching, mentoring, and performance management skills.

• Excellent written and verbal communication, analytical, and problem-solving abilities.

• Ability to manage multiple priorities, work under pressure, and meet deadlines.

• Proficiency in CRM systems (preferably Salesforce), case management software, and Google Suite.

What Could Set You Apart

• Experience leading teams through significant process or organizational changes in a resolutions environment.

• A passion for enhancing the customer resolution journey through technology and streamlined processes.

• Extensive experience with complex product disputes or significant regulatory interaction within financial services complaints.

• Ability to proactively analyze dispute data to uncover root

We know great things happen when teams connect. Our schedule is built around 4 days of high-impact, in-office collaboration (Monday–Thursday), paired with Friday Flexibility to wrap up your week remotely.

We are proud to hold a Reflect Reconciliation Action Plan (RAP) and encourage applications from Aboriginal and Torres Strait Islander peoples. We welcome people of all backgrounds, knowing that diverse perspectives spark the innovation we need to win.

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