Head of Customer Resolution

3 weeks ago

Greater Adelaide SA, Australia Bendigo & Adelaide Bank Full time

**Closing date**: Monday March 4th, 2024**

**Position Description**:202311_PD_Head of Customer Resolutions bjs_tb (1).pdf

**Your new role with Bendigo Bank is just a few clicks away.**

As the Head of Customer Resolution, you will lead the Customer Resolutions function to deliver an exceptional resolutions experience for our customers; creating a culture of customer focus, continuous improvement, risk management, commerciality, and strong governance.

Your will play a pivotal role in leading how we transform our approach to complaints resolution and vulnerable customer management. You will be responsible for creating an enterprise wide understanding and approach by driving timely outcomes, capturing data, bringing new insights to our ways of working to achieve our performance objectives and measures.

Reporting to the General Manager, Customer Contact, you will bring your extensive stakeholder rmanagement to collaborate with Leaders in all divisions in order to create an enterprise wide understanding and approach to customer resolutions. You will maintain a close engagement with the Customer Advocate and other customer teams to deliver better outcomes for our customers.

You will have accountability for the BEN relationship and engagement with AFCA (Australian Financial Complaints Authority) and be the key point of reference, for ASIC in matters in relation to RG271 and IDR reporting. Experience working with these regulatory bodies is essential for your success within this role and you will also represent Bendigo Bank at other external industry bodies in relation to complaint management.

As our new Head of Customer Resolution you will bring the following skills:

- Extensive experience in leading teams
- Experience in dispute resolution, customer complaint management, customer experience or like roles
- Track record in leading transformation projects across multiple business units
- Exceptional leadership in a customer and operational environment
- Continuous Improvement skillset & mindset and ability to work with various leaders to optimise the customer experience
- Knowledge of banking systems, products and services
- Exceptional analytical, verbal and written communication skills
- Exceptional skill in influencing and stakeholder engagement (internal and external)
- Strong decision making skills
- Ability to promptly assess and respond suitably to problems at hand

**We offer flexible work options that put our people first and a hybrid model of x2 days in a local Head Office p/week**

This role is a full time, permanent role, based at any of any of the following head office locations: Adelaide, Melbourne, Ipswich or Bendigo

**About Bendigo Bank**

With over 7,000 employees, we are Australian’s fifth largest retail bank with a vision our purpose - ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at

**Our perks and benefits**:
Belong to a wonderful team of people. Know how we know they’re great to work with? They told us Great benefits, work life balance and flexibility
- Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that
- We know the last few years have been rough, so we have partnered with **Sonder** as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank

**Still in two minds?**

We love the support recruitment agencies give businesses every day, however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.

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