What’s in it for you;

• Central Location: Conveniently located in the heart of Docklands, just a few minutes' walk from Southern Cross Station.
• High-Impact Leadership: Lead a high-impact hardship team supporting customers when it matters most.
• Vibrant Workplace: Be part of a fun, supportive, and inclusive team environment where culture matters.
• Wellbeing First: Enjoy perks like employee discounts, health and wellness initiatives, 24/7 EAP support, and discounted health insurance.
• Recharge & Celebrate: Take an annual “Unplugged Day” to reset, and swap cultural holidays to celebrate the days that mean the most to you.

As a Hardship Team Leader, you will lead and support a team assisting customers experiencing financial difficulty. You will build a strong, values-led culture, ensuring fair, sustainable, and compliant customer outcomes. Using sound judgement, you will navigate complex situations while coaching your team in effective case management and customer care, while acting as the key contact for client queries and building trusted relationships.

What You’ll Be Doing;

• Team Leadership: Lead, coach, and develop a team of Hardship Officers through regular one-on-ones and hands-on support.
• Case Management Oversight: Guide your team in managing complex hardship cases with consistency, sound judgement, and care.
• Operational Coordination: Monitor productivity, workflows, and system data to identify risks and improvement opportunities.
• Escalation Management: Manage complex or sensitive cases with professionalism, empathy, and balanced decision-making.
• Compliance Focus: Ensure adherence to regulatory, client, and privacy requirements.

What You’ll Bring;

• Leadership Experience: Proven experience leading teams supporting customers experiencing financial difficulty, hardship, or vulnerability.
• Coaching Capability: Strong ability to develop performance, quality, and behavioural outcomes.
• Regulated Environment: Experience working in KPI-driven and compliance-focused settings.
• Emotional Intelligence: High resilience and empathy in complex or sensitive situations.
• Industry Exposure: Experience in contact centre or customer operations environments.

The Mindset You’ll Have;

• People-First Approach: Empathetic and people-focused, balanced with accountability.
• Calm Under Pressure: Structured and solutions-oriented in fast-paced or challenging situations.
• Confident Decision-Making: Comfortable making decisions in complex or emotionally charged scenarios.
• Growth Mindset: Committed to building capability and lifting team performance over time.
• Balanced Judgement: Able to balance customer advocacy with compliance requirements.

Why You’ll Love This Role;

• Lead with Impact: Make a tangible difference by guiding a team that supports customers through important moments.
• Grow Your Career: Develop your leadership capability with access to learning programs and internal opportunities.
• Work with Purpose: Deliver meaningful, customer-focused outcomes that make a real difference.
• Supportive Culture: Join a team that values empathy, teamwork, and continuous learning.

Apply today or reach out to talent@symbos.com.au for more information.

We are a Circle Back Initiative Employer – we commit to respond to every applicant.

About Us;