Internal Dispute Resolution Case Manager - hybrid/remote

• Employment type: 2 positions available - 12 month fixed term and Permanent
• Location: All locations considered

About the role  

Join CSC's Governance & Support team and play a key role in delivering fair, balanced, and customer-focused outcomes through the resolution of complex complaints and disputes. This is an exciting opportunity to work within a purpose-driven function that strengthens customer outcomes, supports regulatory compliance, and contributes to continuous improvement across the organisation.

As an Internal Dispute Resolution Case Manager, you'll manage complaints and disputes from end to end, applying legislation, scheme rules, and sound judgement to investigate issues, assess evidence, and deliver clear, well-reasoned outcomes. You'll work closely with operational and specialist teams to ensure decisions are fair, consistent, and aligned with CSC's governance obligations.

Beyond individual case management, you'll identify complaint trends, systemic issues, and emerging risks, using insights from dispute outcomes to support process improvements, strengthen controls, and enhance service delivery. Through high-quality resolution practices and informed recommendations, you'll contribute to stronger governance, reduced operational risk, and better outcomes for CSC and its customers.

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
• Liaise with internal stakeholders to gather information and drive effective outcomes for customers
• Analyse complaint trends and identify opportunities to improve customer experiences and business processes
• Prepare accurate case documentation, correspondence and reporting
• Support continuous improvement initiatives by identifying systemic issues and recommending solutions

What we’re looking for  

• Prior case handling or case management experience, highly desired
• Strong understanding of complaint resolution frameworks and quality assurance techniques
• Excellent communication and interpersonal skills, with the ability to provide feedback and collaborate with diverse teams
• Comfortable engaging directly with customers over the phone and have clear, professional conversations with customers
• Well-developed time management skills that help you effectively manage competing priorities
• The ability to build relationships with internal stakeholders at all levels
• Exposure to de-escalation techniques and resilience on complex cases
• Analytical mindset with the ability to draw actionable insights from CSC data
• Commitment to ensuring customer-centric, fair, and efficient resolutions while driving continuous improvement.

Why join the team?

• This role offers flexibility to suit your life, with hybrid option
• Become an advocate for the customer and be engaged with their customer journey, ensuring they regain trust in CSC
• Exposure to multiple business areas and understand CSC through case investigation
• Join a friendly and positive team who are professional, supportive and caring
• Work in an environment that celebrates customer-centric innovation and regulatory excellence, empowering you to identify issues, recommend solutions, and shape better processes

How to apply 

To apply for this opportunity, please submit your application via the Apply link in this advertisement.

To ensure all applications are considered in the review process, we request you to please apply through the advertised links only.  

Applications close: 21 August 2026

For any other questions about this role, contact ••••@csc.gov.au

What you’ll get in return  

A career where you belong 

At CSC, we’re committed to more than super — we’re committed to people. That means creating a workplace that values diversity, promotes equity, and fosters inclusion across everything we do. 

Our gender equality strategy is more than a promise — it’s a plan. We're actively increasing representation in our workforce, removing barriers to career progression, and creating pathways for all employees to grow and succeed. 

We welcome candidates of all genders, cultural backgrounds, ages, sexualities, and abilities. We offer flexible work, inclusive policies, and development opportunities designed to support you at every stage of your career. 

We’re proud to be an equal opportunity employer — and proud of the progress we’re making. Join a workplace where you can thrive, grow, and belong. 
 

Learn more about CSC and our benefits: 
www.csc.gov.au/Members/About-CSC/Careers