Team Leader Internal Dispute Resolution and Quality Assurance

Description

Your new role

As the Team Leader Internal Dispute Resolution and Quality Assurance you will provide daytoday 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 peoplefocused leader who brings a strong blend of empathy resilience and the ability to work effectively with a diverse team. Youll 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 detailoriented 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 CSCs 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.

Skills And Experiences

What youll need to excel

What youll get in return

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

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 worldleading investment strategies we are always growing and means creating an environment where each and every one of us has the opportunity to strive together for excellence.

More about CSC :

Visit our careers page todiscover more about CSC our core competencies and employee benefits :

Key Skills

ASP.NET,Asset,Information Security,Jboss,Budgeting,Accident Investigation

Employment Type : Full-Time

Experience : years

Vacancy : 1