Overview
Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.
As the Team Leader, Remediation at Optus, you'll play a critical leadership role within our customer division. In this role, you will lead a team responsible for resolving the most complex, high-risk, and high-impact customer issues. You will bring strong remediation expertise and leadership capability to guide decision-making in situations requiring advanced risk assessment, ethical judgement, and stakeholder alignment — directly influencing customer outcomes and protecting Optus' reputation.
Responsibilities
* Taking full ownership of high-risk, high-impact customer issues, including executive complaints, tribunal matters, and privacy incidents.
* Leading a team of remediation specialists, ensuring effective triage, prioritisation, and resolution of complex cases within defined SLAs.
* Managing executive-level complaints, balancing urgency, customer harm risk, and regulatory exposure.
* Providing clear, high-quality recommendations and remediation outcomes to senior leaders on complex, high-risk matters.
* Ensuring adherence to internal standards and regulatory requirements, particularly in non-standard or exception-based scenarios.
What You Bring | Qualifications
* Proven experience (essential) leading teams in a customer remediation environment, with clear accountability for outcomes.
* Strong experience managing high-risk, high-impact remediation cases, including executive complaints, tribunal matters, and issues with regulatory and reputational implications.
* Demonstrated ability to lead decision-making and provide governance across customer advocacy, remediation, and dispute resolution in a highly regulated environment.
* Experience overseeing vulnerable customer cases, ensuring appropriate remediation outcomes.
* Exceptional judgement and critical thinking when managing complex, sensitive issues where there is little or no precedent.
* Strong communication and stakeholder management skills, with the ability to influence senior leaders and represent the function effectively.
* Ability to interpret regulatory frameworks and align to operational practices.
Benefits
* Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners.
* Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
* Competitive leave policies, including additional \"Connected\" days to focus on culture, family, health, community, or whatever's important to you.
* We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
* Direct your own development and build future-ready skills with Optus U's industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
* Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network, and Express Yourself (LGBTQIA+).
* Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
Optus is committed to equal employment opportunities and inclusive recruitment. If you require adjustments or accessibility support to participate in the recruitment process, please contact or call 1800 309 170.
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