Team Leader - Care

We’re all about helping our members make the most of their money. And while they go after their goals, you can too. As a Team Leader Care, you'll lead and develop a team of Care Specialists who support members experiencing vulnerable circumstances and complex enquiries. You'll play a key role in ensuring consistent, high-quality outcomes while fostering a supportive and psychologically safe team environment.

You'll provide guidance on complex member matters, complaints and escalations, while coaching your team to deliver exceptional service with empathy, professionalism and care. Working closely with internal and external stakeholders, you'll support decision-making, strengthen capability across the team and help drive continuous improvement in processes, compliance and member outcomes.

This is an excellent opportunity for an experienced people leader who enjoys balancing technical expertise, stakeholder engagement and team development in a highly purpose-driven environment.

This role is a permanent opportunity and is based in Brisbane

Day to day, you'll:

• Lead, coach and develop a team of Care Specialists to deliver high-quality 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 stakeholder
• 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. 

It goes without saying you'll be a great communicator with top notch interpersonal skills. We'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

• You have experience within superannuation, financial services or a similarly regulated industry.
• Your background includes dispute resolution, technical escalations or complex customer enquiries.
• You'll bring strong knowledge of RG271 complaints requirements and associated obligations.
• You're experienced in supporting customers experiencing vulnerability or requiring additional care and guidance.
• You can analyse complex issues and develop balanced solutions that meet both member and business needs.
• Your leadership style focuses on building capability, engagement and high-performing teams.
• You'll have strong problem-solving, analytical and decision-making skills.
• You're confident facilitating workshops, coaching sessions and team development activities.
• You are a qualified Mental Health First Aider, or are willing to obtain the qualification.
• Your tertiary qualification, or studies towards one, will be highly regarded.
• You'll have experience leading customer service, complaints or dispute resolution teams.