Total 1 Customer Service job vacancies in Sydney, Melbourne

The Customer Solutions Specialist role will support the analysis and end to end delivery of remediations impacting TAL customers as well as internal stakeholders. The role is responsible for analysing customer impact due to a remediation and supporting the broader team in the development and delivery of customer remediation activities, including root cause analysis and rectification strategy.

The role will work closely with key stakeholders across the TAL business to support the implementation of remediation initiatives within the Customer Solutions, Claims function. Particular focus is given to ensuring effective customer outcomes in line with TAL’s Customer philosophies within the risk management framework.

In this role you will:

• Supervise and coach Analysts to ensure accurate documentation of remediation details, high-quality data management, root cause analysis, and adherence to TAL remediation policies.
• Coordinate stakeholder engagement across Claims, Risk, Operations, and frontline teams to align on remediation scope, process improvements, and customer communication strategies.
• Shape and implement corrective actions and preventative controls, including strategy development, approvals, and governance oversight.
• Collaborate with data teams and SMEs to refine data extracts for impact analysis and support accurate remediation planning.
• Support training and communication rollouts by developing FAQs, fact sheets, and assisting with drafting and testing customer communications.
• Execute remediation plans and projects, including system updates, direct customer contact, and delivery of small-to-medium scale initiatives to improve operational resilience.