Do you have a passion for enhancing member / customer experience?Can you play a key role in setting direction, empowering, educating and influencing stakeholders?Do you have Call Centre, Complaints Management and Superannuation experience – you’ll need itCareSuper is an innovative and award-winning profit-to-member fund that puts members first in everything we do. We aim to be widely recognised as a leading fund that delivers superior outcomes for its professionally minded members.If you’ve ever found yourself asking 'Can we do this better?' then you’re exactly the kind of person we’re looking forThe opportunityMember experience and providing a high quality of service is at the heart of this key leadership position.  Reporting to our Head of Operations, you’ll be responsible for all aspects of the member/customer Contact Centre and complaints management journey.  This includes working in partnership with our administration service provider to deliver quality training programs, effectively manage our dispute resolution program and lead the centre of excellence and continuous improvement for the operations team.As a strong collaborator, you’ll manage the relationship in these critical areas with our external service providers, monitor performance effectiveness as well as support the development of strategic initiatives within the team and across the fund.What you’ll bringUltimately, you are a self-starter and pride yourself on your ability to establish and maintain positive relationships.  Providing specialist advice and guidance, you value an environment that encourages the contribution of new ideas, using your initiative and taking ownership as part of a motivated team.  Furthermore, you’ll have:Previous experience leading Dispute and Customer Service Management improvements in a Contact Centre environmentWell-developed and commercially focused problem solving and decision-making skills which include analysing issues and developing appropriate advice and recommendationsAbility to communicate, educate and influence others to set and achieve targets and resultsStrong understanding and experience in superannuation legislation and administrationAbility to communicate complex issues in a simple and understandable wayExperience developing and driving process and legislative change initiativesAbility to work under pressure and meet deadlines, have sound time management and prioritisation skillsExcellent verbal and written communication skillsComputer skills – ‘self-sufficiency’ for data analysis, development of written communication and reporting materialRelevant tertiary qualifications or equivalent experience with ongoing professional development, with RG146 compliance preferred Why CareSuper?Apart from our status as a high-performing industry super fund and focus on providing high quality member customer service, we recognise that our staff are the drivers of our success. We are genuinely committed to delivering workplace diversity, sustainability and flexible working arrangements.We also offer a diverse health and wellbeing program, extra paid leave and generous superannuation among many other staff benefits.Apply now by sending your resume and cover letter to Louise Horszowski using the apply link.Applicants must have the relevant work rights to be considered for an opportunity at CareSuper.Agencies, please note: All vacancies are managed by our internal Human Resources Team. Should external assistance be required we will reach out to our preferred agency partners. Thank you.

Quality Assurance Manager

  • Do you have a passion for enhancing member / customer experience?
  • Can you play a key role in setting direction, empowering, educating and influencing stakeholders?
  • Do you have Call Centre, Complaints Management and Superannuation experience – you’ll need it

CareSuper is an innovative and award-winning profit-to-member fund that puts members first in everything we do. We aim to be widely recognised as a leading fund that delivers superior outcomes for its professionally minded members.

If you’ve ever found yourself asking 'Can we do this better?' then you’re exactly the kind of person we’re looking for

The opportunity

Member experience and providing a high quality of service is at the heart of this key leadership position.  Reporting to our Head of Operations, you’ll be responsible for all aspects of the member/customer Contact Centre and complaints management journey.  This includes working in partnership with our administration service provider to deliver quality training programs, effectively manage our dispute resolution program and lead the centre of excellence and continuous improvement for the operations team.

As a strong collaborator, you’ll manage the relationship in these critical areas with our external service providers, monitor performance effectiveness as well as support the development of strategic initiatives within the team and across the fund.

What you’ll bring

Ultimately, you are a self-starter and pride yourself on your ability to establish and maintain positive relationships.  Providing specialist advice and guidance, you value an environment that encourages the contribution of new ideas, using your initiative and taking ownership as part of a motivated team.  Furthermore, you’ll have:

  • Previous experience leading Dispute and Customer Service Management improvements in a Contact Centre environment
  • Well-developed and commercially focused problem solving and decision-making skills which include analysing issues and developing appropriate advice and recommendations
  • Ability to communicate, educate and influence others to set and achieve targets and results
  • Strong understanding and experience in superannuation legislation and administration
  • Ability to communicate complex issues in a simple and understandable way
  • Experience developing and driving process and legislative change initiatives
  • Ability to work under pressure and meet deadlines, have sound time management and prioritisation skills
  • Excellent verbal and written communication skills
  • Computer skills – ‘self-sufficiency’ for data analysis, development of written communication and reporting material
  • Relevant tertiary qualifications or equivalent experience with ongoing professional development, with RG146 compliance preferred

 

Why CareSuper?

Apart from our status as a high-performing industry super fund and focus on providing high quality member customer service, we recognise that our staff are the drivers of our success. We are genuinely committed to delivering workplace diversity, sustainability and flexible working arrangements.

We also offer a diverse health and wellbeing program, extra paid leave and generous superannuation among many other staff benefits.

Apply now by sending your resume and cover letter to Louise Horszowski using the apply link.

Applicants must have the relevant work rights to be considered for an opportunity at CareSuper.

Agencies, please note: All vacancies are managed by our internal Human Resources Team. Should external assistance be required we will reach out to our preferred agency partners. Thank you.