Vulnerable Customer Support Team Leader

People's Choice • Australia, Australia • Posted July 11, 2026

Position Overview

About the role

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As we continue to strengthen our customer advocacy capability, we're looking for an experienced and passionate leader to help drive better outcomes for customers experiencing vulnerability.

You’ll report to the Senior Leader, Customer Complaints & Vulnerability to lead a small Inclusive Banking team and play a key role in continuing to evolve the Bank's approach to vulnerability management.

Specifically, you will: 

  • Lead and continuously uplift the Bank's Vulnerable Customer Framework in alignment with evolving regulatory changes and industry expectations.
  • Provide expert advice on complex and sensitive customer vulnerability matters.
  • Personally manage high-risk and complex cases requiring specialist support.
  • Lead and support a small team of experienced Customer Care Specialists.
  • Deliver enterprise-wide training and capability uplift initiatives.
  • Analyse customer data to identify trends, risks, systemic...