ABOUT US

Our 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.

ABOUT THE ROLE

We’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: Brisbane