Customer Advocacy Consultant

1 week ago

North Lakes, Queensland, Australia Auto & General Full time

The role

Reporting to the Customer Advocacy Team Leader, you will assist with completing remediation activities within a timely manner & conduct Complaint/Incident root cause analysis, enabling recommendations to assist with reducing future volumes/risk.

The role provides compliance and risk support to the A&G across the key areas of: Complaints, Incident Management, Remediation & day-to-day risk management activities.

You will be a proactive contributor towards delivering on the end-to-end A&G Incident Management Framework, Complaints Management Processes.

  • Help reduce complaint volumes through analysis, insight and improved processes and education recommendations, supported by relevant data
  • Ensure incidents are managed successfully and processes are improved to reduce risk exposure
  • Assess the root causes for customer remediations and provide improvement recommendations, to assist with reducing volumes and future risk
  • Attend relevant stakeholder meetings, as/when required, allowing you to provide SME input to the A&G frontline and support teams.
  • Ensure you maintain any/all regulatory, risk and internal mandatory training
  • Build strong relationships with key stakeholders and drive improvements to Sales & Service Regulatory and Risk controls and activities

Skills & Abilities

  • Demonstrated experience in resolving complex customer enquiries.
  • Ability to multi-task and prioritize workload in a fast paced, high-pressure environment with predetermined schedules.
  • Team player who establishes strong working relationships and collaborates with others to achieve goals.
  • Demonstrated ability to work in a diverse and multicultural team environment where individual's differences are valued and respected.
  • Demonstrate a Risk culture approach through incident management and identifying Breaches/Near Miss issues and raising them accordingly
  • Ability to adapt to change in an ever-changing environment
  • Knowledge of A&G daily operating systems (i.e. DISC, Avaya, Hiya etc)
  • Knowledge of Risk and Regulatory environment and how it impacts Auto & General
  • Ability to remain resilient and work through complex processes and engage with a variety of stakeholders to strengthen understanding

What experience you'll bring

  • Experience or knowledge of Sales and/or Service activities and their corresponding Regulatory and Risk requirements and activities
  • Experience of acting as SME and providing insight to others
  • Exposure to undertaking root cause analysis and proposing process improvement opportunities
  • Manage Stakeholder engagement activities

Our perks

  • Extra leave - Enjoy additional leave days on us You'll receive a paid 'ME' day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
  • Paid parental leave - We support our new parents with paid parental leave and other benefits.
  • Workplace giving - If you're passionate about a cause, then we are too – we offer workplace giving and we'll dollar match your donations to registered charities.
  • Development opportunities - We're championing your development with internal programs and access to a wide range of online courses.
  • Employee discounts - You'll receive discounts on Budget Direct insurance products.
  • Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
  • Onsite facilities - There's excellent end-of-trip facilities on offer and private spaces for nursing mothers.
  • Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
  • Perks App - Access to an employee benefits and discounts app called 'Perks' offering your great discounts, offers and programs across a range of areas.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

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