{"id":3492836,"url":"https://alion.io/job/cuscal-team-leader-client-care","title":"Team Leader, Client Care","company":{"id":673235,"name":"Cuscal","domain":"cuscal.com","url":"https://alion.io/company/cuscal-2","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":105000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":44},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-30T00:00:17Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-03T10:35:30Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Forward with Cuscal\nAt Cuscal, your skills drive change and make a real impact. As Team Leader, Client Care, you will support the delivery of high-quality customer experiences while helping your team grow, perform and succeed.\nJoin a collaborative environment where you can challenge existing ways of working, improve operational processes and explore how technology can create better outcomes for customers and employees.\nForward with Cuscal.\n Your opportunity\nAs Team Leader, Client Care you will lead the day-to-day performance and development of our Client Care team. You will create a supportive environment where employees feel confident solving problems, improving services and delivering consistently strong customer outcomes.\nWorking closely with Client Partnerships, Technology, IT Operations and other internal teams, you will oversee service delivery, quality, coaching and operational support. You will also lead improvements that simplify processes, reduce manual work and enhance the customer experience.\nYou’ll also make an impact by:\nLeading, coaching and supporting Client Care Officers to achieve strong service and operational outcomes.\nMonitoring customer demand, call volumes, service levels and quality.\nActing as the initial escalation point for significant customer, employee and operational matters.\nUsing operational data, customer feedback and frontline insights to identify service gaps and improvement opportunities.\nReviewing processes, procedures and ways of working to reduce complexity, duplication and manual activity.\nExploring opportunities to use AI, automation, workflow tools and data capabilities.\nPartnering with Technology, Risk, Compliance and Information Security teams to implement sustainable improvements.\nManaging Quality Assurance and supporting training and development across the team.\nEnsuring risks, incidents and control weaknesses are appropriately managed and escalated.\n What you’ll bring\nYou are an experienced people leader who enjoys developing others and creating an environment where great customer service can thrive. You are comfortable balancing day-to-day operational priorities with longer-term improvement opportunities.\nYou will bring curiosity, sound judgement and a practical approach to problem-solving. You are willing to challenge established processes while bringing employees and stakeholders along on the journey.\nTo succeed in this role, you’ll have:\nPrevious team leadership or people management experience within customer service, contact centre or operational environments.\nDemonstrated experience coaching and developing employees.\nStrong problem-solving and critical-thinking skills.\nExperience monitoring service delivery, operational performance or quality outcomes.\nThe ability to review processes and identify practical opportunities for improvement.\nStrong written and verbal communication skills.\nEffective stakeholder management, collaboration and influencing capability.\nSound understanding of operational risk, controls and compliance responsibilities.\nGood digital literacy, including experience using Microsoft Office.\n Why Cuscal?\nAt Cuscal, you’ll find a strong, successful company that’s reimagining the future. And our team is right there at the heart of it all.\nHere, you’ll deliver or support interesting, ground-breaking work that has real impact - on Australia’s financial services sector and the millions of customers it serves.\nYou’ll innovate alongside skilled, smart, connected teams.\nAnd you’ll build an impressive, fulfilling career that continues to grow.\nYou’ll also enjoy a range of benefits, including:\nRecognition and growth: Celebrate achievements through IGNITE and grow with tailored development opportunities. \nWellbeing focus: Access initiatives supporting physical, mental, and financial health, plus discounts via ‘Cuscal Advantage.’ \nDiversity and inclusion: Join a workplace that values different perspectives and flexible work arrangements. \nJoin us and reimagine the future\nReady to make an impact? Click APPLY to join Cuscal today.\nIf you’re excited about this opportunity, we’d love to explore how you can contribute to our vision for the future. Screening and interviews may occur before the job ad closing date, so don’t wait - apply now.\nCuscal is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process.\nWe welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTQIA+ and people from culturally diverse backgrounds to explore career opportunities with Cuscal.\nNote: Cuscal does not accept unsolicited resumes from recruitment agencies or search firms.","description_format":"text","description_chars":4737,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Financial Software & Embedded Finance","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-30T00:22:30Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":23,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/cuscal-team-leader-client-care","json_url":"https://alion.io/job/cuscal-team-leader-client-care.json","meta":{"generated_at":"2026-11-03T11:33:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15770,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":673235},"rest":"https://alion.io/mcp/rest/get_company?id=673235"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcuscal-team-leader-client-care"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcuscal-team-leader-client-care"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcuscal-team-leader-client-care"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cuscal-team-leader-client-care\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcuscal-team-leader-client-care"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3492836}},{"tool":"search_jobs","arguments":{"company":"cuscal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3492836},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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