Remediation Team Leader (Customer Remediation)

Location: Adelaide, Australia; hybrid arrangement with three days in the office and two days remote or from home

Company

Australian telecommunications company delivering mobile, broadband, and digital solutions to more than 11 million customers.

What you will do

• Lead a team of remediation specialists handling complex customer cases.
• Take ownership of high-risk, high-impact issues, including executive complaints, tribunal matters, and privacy incidents.
• Oversee triage, prioritisation, and resolution within defined service-level agreements.
• Manage executive-level complaints while balancing urgency, customer harm risk, and regulatory exposure.
• Provide recommendations and remediation outcomes to senior leaders.
• Ensure adherence to internal standards and regulatory requirements in exception-based situations.

Requirements

• Proven experience leading teams in a customer remediation environment with accountability for outcomes.
• Strong experience managing high-risk remediation cases involving regulatory and reputational implications.
• Experience providing governance across customer advocacy, remediation, and dispute resolution in a regulated environment.
• Experience overseeing vulnerable customer cases and determining appropriate remediation outcomes.
• Exceptional judgement, critical thinking, communication, and stakeholder management skills.
• Ability to interpret regulatory frameworks and align them with operational practices.

Culture & Benefits

• 12-month fixed-term opportunity.
• Competitive remuneration, employee discounts, an $80 monthly credit, and 25% off products.
• Additional paid Connected days supporting culture, family, health, and community priorities.
• Inclusive, carer-neutral paid parental leave of up to 16 weeks.
• Employee-led diversity networks and 24/7 counselling and wellbeing support.