Remediation Team Leader

Location: NSW, 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 services to more than 11 million customers.

What you will do

• Lead a team responsible for resolving complex, high-risk, and high-impact customer issues.
• Own executive complaints, tribunal matters, privacy incidents, and other escalated cases.
• Manage triage, prioritisation, independent review, and resolution within defined SLAs.
• Provide recommendations and remediation outcomes to senior leaders.
• Ensure adherence to internal standards and regulatory requirements in exception-based cases.

Requirements

• Proven experience leading teams in a customer remediation environment.
• Experience managing high-risk remediation cases involving executive complaints, tribunals, regulatory exposure, and reputational risk.
• 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 with competitive remuneration and employee discounts.
• $80 monthly credit, 25% discount on products, and additional retail partner discounts.
• Flexible hybrid working with office facilities including cafes, a gym, childcare, and wellbeing services.
• Additional paid Connected days and up to 16 weeks of inclusive, carer-neutral parental leave.
• Employee-led diversity networks and 24/7 counselling and support services.
• Free bus service from Macquarie University Metro Station.