Take hold of a monster opportunity and join our Member Services team as a Team Leader - Care. If you’re a good fit for this role and live in Brisbane, we’d love you to apply.Why join us?
You'll get 14% super as standard, to help your future come alive.
Unleash your potential and build a career to be proud of through excellent training and development opportunities.
Balance your work between in-person days at our purpose-built hubs and working from home.
In the office, enjoy end of trip facilities, a yoga and multi-faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and collaborative team spaces.
About the roleWe’re all about helping our members make the most of their money. And while they go after their goals, you can too. We’re seeking a compassionate and experienced Team Leader – Care to lead and coach a team of Care Specialists. This role is pivotal in delivering high-quality technical and procedural advice, resolving escalated stakeholder enquiries, and managing complaints with empathy and professionalism.Day to day, you'll:
Lead and support a team of Care Specialists to deliver effective 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 stakeholders.
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.
This role is a permanent opportunity.Location: BrisbaneAbout youIt 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:
Experience in superannuation or similar industry with knowledge of regulatory, privacy, and legal requirements.
Proven background in dispute resolution and handling complex customer enquiries.
Strong understanding of RG271 complaints legislation.
Experience supporting vulnerable customer groups.
Demonstrated ability to analyse complex problems and deliver balanced solutions.
Leadership experience in building high-performing teams.
Qualified Mental Health First Aider or willingness to obtain.
About usOur 2.4 million members trust us to take care of over $330 billion in retirement savings. And we help them take charge of their finances and face the future with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.Apply online nowEveryone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Awaken your career at Australian Retirement Trust and apply now. Applications close Sunday, 14-September.We don’t want to leave you with a monstrous wait. So, you’ll hear from us after the closing date to find out whether you’ve made it through to the next round or not. Being fair and up-front is important to us – and recruitment is no different.
