Internal Dispute Resolution and Quality Assurance Case Manager

Job Type: Fixed Term

Location: Canberra

Job Category: Call Centre and Customer Service,Insurance & Superannuation

Job Description

• Job title: Internal Dispute Resolution and Quality Assurance Case Manager
• Position Type: Fixed Term Contract – 12 months
• Location: CSC will consider all locations across Australia
• Summary: We are seeking resilient and motivated individuals who are passionate about solving problems for customers whilst delivering the best possible outcomes within frameworks, legislation and regulations.

Make an impact through resolution and improvement
Join a supportive, people-first team where open communication, collaboration and shared goals are at the heart of everything we do. You'll be part of a team that truly values people - our customers and each other.

You'll experience the best of both worlds – combining dispute resolution with quality assurance – giving you the opportunity to make a difference for customers while shaping service improvements. If you're someone who thrives in a fast-paced and customer-driven environment, this is your chance to put your problem-solving skills to work and drive meaningful outcomes.

About
About the role
At CSC, we're driven by a customer-first mindset and a commitment to continuous improvement. We're looking for an IDR Case Manager & Quality Assurance Case Manager to join our collaborative, future-focused team and play a key role in resolving customer issues while strengthening the quality of our services.

You will be responsible for both managing and resolving complex customer complaints and disputes and ensuring the quality and compliance of customer interactions and processes. You'll work across all CSC schemes and products, balancing customer satisfaction, regulatory compliance and continuous improvement.

Key Responsibilities

• Investigate and resolve formal complaints within service levels, gathering data, reviewing legislation, engaging stakeholders, and preparing clear responses
• Manage cases end-to-end, ensuring timely complaint resolution that aligns with CSC's guidelines and regulatory requirements
• Conduct quality assurance checks on calls, emails, and processes through coaching, self-assessment, observation, and calibration
• Analyse complaint and QA data to identify systemic issues, recommend improvements, and enhance customer outcomes
• Provide constructive, confidential feedback to teams and leaders to drive continuous improvement
• Track and report on QA performance, highlighting findings and development priorities

What We're Looking For

• Prior case handling or case management experience, highly desired
• Strong understanding of complaint resolution frameworks and quality assurance techniques
• Excellent communication, coaching, and interpersonal skills, with the ability to provide feedback and collaborate with diverse teams
• Comfortable engaging directly with customers over the phone and have clear, professional conversations with customers
• Well-developed time management skills that help you effectively manage competing priorities
• The ability to build relationships with internal stakeholders at all levels
• Exposure to de-escalation techniques and resilience on complex cases
• Analytical mindset with the ability to draw actionable insights from CSC data
• Commitment to ensuring customer-centric, fair, and efficient resolutions while driving continuous improvement.

Why join CSC?

• This role offers flexibility to suit your life, with hybrid or fully remote options based on your location
• Become an advocate for the customer and be engaged with their customer journey, ensuring they regain trust in CSC
• Exposure to multiple business areas and understand CSC through case investigation
• Join a friendly and positive team who are professional, supportive and caring
• Work in an environment that celebrates customer-centric innovation and regulatory excellence, empowering you to identify issues, recommend solutions, and shape better processes

What You'll Get In Return
A career where you belong
At CSC, we're committed to more than super — we're committed to people. That means creating a workplace that values diversity, promotes equity, and fosters inclusion across everything we do.

Our gender equality strategy is more than a promise — it's a plan. We're actively increasing representation in our workforce, removing barriers to career progression, and creating pathways for all employees to grow and succeed.

We welcome candidates of all genders, cultural backgrounds, ages, sexualities, and abilities. We offer flexible work, inclusive policies, and development opportunities designed to support you at every stage of your career.

Benefits
We're proud to be an equal opportunity employer — and proud of the progress we're making. Join a workplace where you can thrive, grow, and belong. Learn more about CSC and our benefits:

Careers

H ow to apply
To apply for this opportunity, please submit your application via the Apply link in this advertisement, including your resume and a cover letter addressing why you are interested in this role and how your experience aligns with case management of complaints and quality assurance.
To ensure all applications are considered in the review process, we request you to please apply through the advertised links only.

Applications close:
Sunday 31 August 2025

For any other questions about this role, contact

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