Team Leader Care

5 days ago

Brisbane, Queensland, Australia at Full time
Overview

Take hold of a monster opportunity and join our Member Services team as a Team Leader - Care. This permanent Brisbane-based role leads and coaches a team of Care Specialists to deliver high-quality technical and procedural advice, resolve escalated stakeholder enquiries, and manage complaints with empathy and professionalism.

Responsibilities
  • Lead and support a team of Care Specialists to deliver effective member outcomes.
  • Provide subject matter expertise on complex and escalated enquiries, including vulnerable member situations.
  • Resolve complaints allocated by the Internal Dispute Resolution Team where required.
  • Assess enduring power of attorney and guardianship orders for the Government division.
  • Facilitate debrief sessions to support team wellbeing and psychological safety.
  • Collaborate with internal supports to escalate concerns and foster team resilience.
  • Communicate empathetically and professionally with members and stakeholders.
  • Build and maintain relationships with internal and external stakeholders to resolve disputes.
  • Provide expert coaching and advice on complex issues and legislation.
  • Stay current with legislative changes and identify procedural efficiencies.
  • Ensure compliance with ART's Risk Management Framework.
About you
  • Experience in superannuation or similar industry with knowledge of regulatory, privacy, and legal requirements.
  • Proven background in dispute resolution and handling complex customer enquiries.
  • Strong understanding of RG271 complaints legislation.
  • Experience supporting vulnerable customer groups.
  • Demonstrated ability to analyse complex problems and deliver balanced solutions.
  • Leadership experience in building high-performing teams.
  • Qualified Mental Health First Aider or willingness to obtain.
About us

Our 2.4 million members trust us to take care of over $330 billion in retirement savings. We help them take charge of their finances and face the future with confidence. Our inclusive culture ensures you'll be valued and heard in a respectful workplace.

Apply

Apply online now. Applications close Sunday, 14-September.


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