Posted: 19/08/2025
Closing Date: 31/08/2025
Job Type: Fixed Term
Location: Canberra
Job Category: Call Centre and Customer Service,Insurance & Superannuation

JOB DESCRIPTION

• Job title: Internal Dispute Resolution and Quality Assurance Case Manager
• Position Type: Fixed Term Contract – 12 months
• Location: CSC will consider all locations across Australia
• Summary: We are seeking resilient and motivated individuals who are passionate about solving problems for customers whilst delivering the best possible outcomes within frameworks, legislation and regulations.

ABOUT THE ROLE

At CSC, we’re driven by a customer-first mindset and a commitment to continuous improvement. We’re looking for an IDR Case Manager & Quality Assurance Case Manager to join our collaborative, future-focused team and play a key role in resolving customer issues while strengthening the quality of our services.
You will be responsible for both managing and resolving complex customer complaints and disputes and ensuring the quality and compliance of customer interactions and processes. You’ll work across all CSC schemes and products, balancing customer satisfaction, regulatory compliance and continuous improvement.

KEY RESPONSIBILITIES

• Investigate and resolve formal complaints within service levels, gathering data, reviewing legislation, engaging stakeholders, and preparing clear responses
• Manage cases end-to-end, ensuring timely complaint resolution that aligns with CSC’s guidelines and regulatory requirements
• Conduct quality assurance checks on calls, emails, and processes through coaching, self-assessment, observation, and calibration
• Analyse complaint and QA data to identify systemic issues, recommend improvements, and enhance customer outcomes
• Provide constructive, confidential feedback to teams and leaders to drive continuous improvement
• Track and report on QA performance, highlighting findings and development priorities

TO APPLY FOR THIS OPPORTUNITY, PLEASE SUBMIT YOUR APPLICATION VIA THE APPLY LINK IN THIS ADVERTISEMENT, INCLUDING YOUR RESUME AND A COVER LETTER ADDRESSING WHY YOU ARE INTERESTED IN THIS ROLE AND HOW YOUR EXPERIENCE ALIGNS WITH CASE MANAGEMENT OF COMPLAINTS AND QUALITY ASSURANCE.

To ensure all applications are considered in the review process, we request you to please apply through the advertised links only.
Applications close: Sunday 31 August 2025
For any other questions about this role, contact recruitment@csc.gov.au.