Escalations and Complaints Team Leader
Escalations and Complaints Team Leader
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Job Description
Were seeking an experienced Escalations & Complaints Team Leader who is skilled in handling high-pressure high-complexity situations with professionalism and care. This is a critical leadership role suited to someone who understands the nuances of complaints management and can guide a team to deliver outcomes that are timely compliant and customer-first.
What Youll Do
Lead a specialist team managing escalations and complaints
Provide expert coaching to build capability in conflict resolution and case management
Ensure timely resolution while maintaining compliance and fairness
Analyse complaint trends to identify systemic issues and drive preventative solutions
Partner with leaders across the business to improve customer outcomes and reduce future escalations
What Youll Bring
Minimum 2 years leadership experience in a contact centre (essential)
Proven expertise in escalations complaints or dispute resolution (essential)
Exceptional communication negotiation and influencing skills
Ability to remain calm and decisive under pressure
Strong stakeholder management and problem-solving skills
What we can offer you:
Novated leasing benefits and discounts
12 weeks paid parental leave and access to our Parents Portal
Comprehensive learning and development opportunities to support your career growth
Sonder digital wellbeing platform providing personalised support 24/7 plus annual flu vaccinations
Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
Exempt Employee Share Plan
Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected.
We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples those caring for someone or living with a disability LGBTQIA and culturally diverse applicants to apply.
We embrace hybrid working and welcome conversations about flexibility.
Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live learn and work.
If you identify as a person living with disability and require adjustments to our recruitment process please contact us at
Employment Type
Full-Time
