Team Leader, Customer Care Team

At ING, we’re passionate about making banking simpler, smarter and more rewarding. We empower people to stay a step ahead in life and in business, while creating an environment where our people can grow, challenge the status quo and make a meaningful impact.

We’re looking for a Team Leader to join our Customer Care Team within Assisted Channels. In this role, you’ll lead a team responsible for delivering exceptional customer outcomes while driving performance, coaching capability and continuous improvement. You’ll play a key role in managing workflows, resolving escalations, improving processes and helping the team embrace automation and AI-driven efficiencies.

This is an exciting opportunity for a leader who enjoys developing people, building a high-performing culture and driving operational excellence in a dynamic environment.

This is a permanent role that can be based in either Wyong or Sydney. A Wyong based candidate will be expected to travel to Sydney once a week.

What you’ll do

• Lead, coach and develop a high-performing Customer Care Team, creating an engaged and supportive team culture.
• Manage day-to-day operations, workflow allocation and service delivery to ensure customer requests are completed within agreed service levels and quality standards.
• Handle escalations and collaborate with stakeholders across the business to deliver positive customer and business outcomes.
• Drive process improvement initiatives, identify opportunities for automation and support the adoption of more efficient ways of working.
• Support resource planning, workforce management and performance monitoring to optimise team productivity.
• Foster a strong risk and compliance culture by ensuring processes, controls and regulatory requirements are well understood and maintained.

What we’re looking for

• Previous people leadership experience, ideally within a customer operations, contact centre or financial services environment.
• Strong coaching and mentoring capability with a genuine passion for developing others.
• Proven ability to manage stakeholders effectively and communicate confidently across all levels of an organisation.
• A customer-focused mindset with the ability to balance customer outcomes, operational efficiency and risk management.
• Experience leading change initiatives and driving process improvement in operational environments.
• Strong problem-solving, decision-making and organisational skills, with the ability to thrive in a fast-paced and evolving environment.

What’s in it for you?

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us 
 

At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.  

Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel the difference in how we value and champion our people.  

We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply   

Sound like your kind of vibe? We can’t wait to hear from you!  

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)  

ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia. 

Need more?  

 
Contact Sabrina Huynh, [email protected]

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [email protected] 

Applications will close Friday, the 17th of July.

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