Total 5 Others level Customer Service job vacancies in SYDNEY

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.

Due to a number of project wins, seeking a Data Centre Architect to join our high-performing and diverse Urbanism + Planning team. This is a rare opportunity to combine leadership, client engagement and project delivery at scale, while contributing to some of Australia’s most impactful mission critical Data Centre projects.

This role can be based in Melbourne, Sydney, Brisbane or Canberra.

How you’ll make a difference:

• Provide project leadership and technical oversight on a range of Data Centre projects — guide multidisciplinary teams through complex architectural commissions, set clear design direction, and collaborate closely with our Brisbane colleagues to drive successful outcomes.
• Drive excellence in project delivery by overseeing major Data Centre initiatives and projects ensuring design quality, innovation, and outstanding client satisfaction.
• Partner with sector leads to win major pursuits, deepen client relationships, and position the firm as the partner of choice for large-scale, technical projects.
• Champion design and technical standards by delivering sustainable, innovative solutions, coordinating multidisciplinary inputs, and mentoring staff to elevate studio-wide capability.
• Strengthen business performance through effective resource allocation, budget and risk management, and contribution to strategic growth and market positioning of our architecture offering.

Simply put, we do two things at NielsenIQ. We measure performance for our clients and we use analytics to help our clients grow their business. Measurement and analytics are two separate things, and each is important and valuable on its own. But the connection of the two makes them both even more critical and valuable. 

You will MAKE A DIFFERENCE by partnering with our clients and using data to explain what is happening with their brands and what they should do to improve business performance. 

Working with both your NielsenIQ colleagues and spending time with clients, you will build partnerships to allow you to understand your clients’ needs and requirements. You'll use this knowledge to develop in-depth analyses and create compelling stories that deliver the insight to drive business growth. 

Insights Delivery 

• Understanding clients’ category, marketing and sales strategies, their needs, business problems and opportunities for growth 
• Helping clients to understand and define the business issue, understanding the project briefing and preparing hypotheses that can be explored. 
• Delivering meaningful insights with actionable recommendations using data based on NielsenIQs contractual analytical commitments, ensuring the insights shared help clients develop strategies and measures to grow their businesses. 
• Managing client expectations regarding required analyses and commitments to ensure client satisfaction, working closely with clients to align timelines, milestones and outcomes. 
• Supporting Lead consultant with delivering strategic thought leadership and the latest trends on FMCG and Tech and Durables retail landscape and consumer behaviour. 

 Support account development via consultative selling 

• Ensuring high standards of client satisfaction to support contract renewals in discussions between the client and the commercial team 
• Identifying business opportunities with clients and demonstrate how NielsenIQ will be able to address these business needs.  
• Supporting Commercial teams in client meetings when advanced client knowledge is needed to showcase NielsenIQ Capabilities 

Empower Australia’s Payments Future with Cuscal 

Ever tapped your phone to buy a morning coffee, or made a purchase from your favourite online store? Chances are, we’ve made it happen.    

At Cuscal, we’ve been at the forefront of payments innovation for almost 60 years, enabling seamless, secure solutions that millions of Australians rely on every day. From launching Australia’s first ATM to being the first certified Australian fast payments Payer and Initiator in 2022, we’ve always pushed boundaries — and we’re not stopping now.   

We are a listed public company (ASX:CCL) with full direct connectivity and production capability across all domestic payment systems. Whilst the major banks leverage this capability for their consumer and business clients, our B2B model focuses on enabling other banks, fintech’s and corporates to deliver innovative and competitive payment and digital solutions to their clients and customers.   

In December 2025, Cuscal expanded its scale and capability through the acquisition of Indue, bringing together two established Australian payments providers with deep roots in the mutual and broader financial services sector. The combination strengthens our B2B focus, broadens our payments and regulated data services offering, and increases our ability to support banks, fintechs and corporates with resilient, secure and future‑ready solutions 

We are looking for a Customer Experience & Process Optimisation Manager  to join our Client, Growth & Strategy Team, supporting our Contact Centre in enterprise initiatives, audits, and transformation programs. 

The Customer Experience & Process Optimisation Manager is accountable for improving customer experience, operational efficiency, and fraud outcomes across Call Direct and Fraud Operation. The role owns customer experience design by leading business analysis and process improvement capability, owning workforce planning, reporting, telephony optimisation, and driving consistent operational standards across the contact centre. Responsibilities for the role sitting across 4 key areas 

1) Customer Experience & Process Optimisation

• Analyse, map, and redesign client and customer-facing processes to reduce friction and improve service delivery outcomes 

• Develop and maintain end‑to‑end customer journey maps to identify and address pain points across all contact centre touchpoints 

• Translate customer, client, and team feedback, complaints, sentiment analysis, and client effort scores into actionable insights 

2) Workforce Planning & Performance Management 

• Own workforce planning across forecasting, scheduling, and resourcing to support service demand and efficiency targets 

• Provide specialist advice to Fraud Operations leadership on workforce planning and capacity management 

3) Operational Improvement & Change Delivery 

• Maintain and support the Contact Centre Improvement Program, including prioritisation and progress tracking   

• Identify operational inefficiencies across workflows and workforce models and design targeted improvement initiatives  

• Define and implement structured process optimisation approaches across manual and automated processes 

• Document, execute, and track process improvement plans through to measurable benefit realisation  

• Deliver regular operational performance reporting against SLAs with clear insights, trends, and recommendations tailored to audience needs 

4) Technology, Telephony & Automation 

• Lead operational ownership of contact centre telephony tools, ensuring configuration and performance  

• Develop and maintain telephony design, flow, and call routing documentation 

• Identify and support automation and technology initiatives that improve efficiency and fraud outcomes.  

• Contribute to future technology investment planning and business continuity planning for contact centre platforms 

About You 
You bring hands-on experience improving contact centre customer experience and operational performance, with strong capability across process design, workforce planning, and performance reporting. You are comfortable owning complex contact centre initiatives end to end, working with Fraud Operations, technology teams, and senior leaders to deliver measurable service, efficiency, and fraud outcomes.

• Extensive experience working within contact centres, multichannel operations, Financial services or similar fast paced and ever evolving environment. 

• Sound knowledge of business process modelling and workflow documentation 

• Proven experience in project and change management analysis, data performance and or business analysis, process improvement, or data analysis. 

• Strong analytical skills, quickly understanding complex concepts and translating them into actionable insights 

• Proficiency in Microsoft Office Suite, JIRA, Confluence, and data visualisation tools

Why Cuscal?    

We are in the rapidly evolving world of payments, and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational, financial, lifestyle, health & wellbeing benefits.    

Next Step    

If you’re excited to join a company that’s shaping the future of how Australia moves money, we’d love to hear from you.  Apply now and let’s explore who you are, what drives you and how you can contribute to our vision for the future.    

Cuscal is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process. We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTQIA+ and people from culturally diverse backgrounds to explore career opportunities with Cuscal.      

 Note: Cuscal does not accept unsolicited resumes from recruitment agencies or search firms. 

What you will be doing...

Analysis & Requirements

• Work with business stakeholders to understand needs, pain points, and priorities.
• Translate business requirements into clear functional and technical specifications.
• Analyze current systems and processes and recommend improvements or new solutions.
• Support feasibility studies and impact assessments for new initiatives.

Systems & Application Support

• Act as a subject matter expert for assigned applications and platforms.
• Troubleshoot and resolve complex incidents and problems, coordinating with vendors when needed.
• Perform root cause analysis and implement long-term fixes, not just quick workarounds.
• Monitor system performance and capacity and suggest improvements.

Projects & Changes

• Lead or support IT projects and change requests from analysis through implementation.
• Prepare and maintain documentation: requirements, test cases, user guides,and technical runbooks.
• Coordinate and perform testing (UAT), and support business users during go-live.
• Ensure changes follow internal standards, security guidelines, and change management processes.

Security & Compliance

• Ensure solutions follow security, privacy, and compliance requirements.
• Support audits by providing documentation and evidence when needed.
• Promote good security practices within the team and with business users.

Collaboration & Stakeholder Management

• Act as a bridge between business teams, IT operations, development, and vendors.
• Communicate clearly about priorities, timelines, risks, and impacts.
• Manage expectations and escalate issues when needed, with clear options and recommendations.

Continuous Improvement & Standards

• Identify opportunities to automate manual tasks and streamline workflows.
• Contribute to IT standards, templates, and best practices.
• Keep up to date with relevant technologies and suggest where they can add value.