Capability Partner Customer Complaints
4 weeks ago
**About the Role**
For the Group to deliver on its purpose, values and strategic priorities, it's critical that customer focused teams are supported continually develop the knowledge, skills and behaviours required to execute on our regulatory responsibilities and customer expectations when it comes to complaints management.
The Customer Complaints Capability Partner defines and executes the capability strategy for complaints management across the enterprise through building, curating, delivering and continually refining the capability initiatives that uplift risk, customer and complaints performance outcomes for general and specialist teams. Initiatives include mandatory training and onboarding, upskilling programs, customer engagement and transformational change initiatives across frontline teams and Customer Relations.
- Collaborate with the Head of Customer Relations and channel leaders to scope and prioritise the capabilities (risk, technical, customer and leadership) required in each role to deliver on the complaints management requirement
- Consult, scope, design, build and deliver training initiatives to support major and minor change releases related to complaints.
- Effectively consult with cross-functional SMEs to scope, design and build skills matrices, SOPs and conversation guides and integrate these into onboarding and upskilling programs
- Create detailed content briefs and storyboards and use these to brief the Instructional Designer, and/or build learning content including but not limited to instructor led training, facilitation guides, leader-led training, user guides, SOPs, playbooks, infographics, SupportPoint pages, e-learning
- Manage, govern and uplift role-specific training pathways for Customer Relations professionals.
- Create and deliver training programs to specialists in Customer Relations including topic specific content and soft skills.
- Analyse current performance, incident reporting and QA reporting to recommend and implement initiatives to reduce complaints management errors across the enterprise
**About you**
- Extensive understanding of the Financial Services industry, in particular Retail and Business Banking products and services, including lending (Essential)
- Understanding of complaints management in the Financial Services industry including best practice approaches to raising awareness and skill in the management of complaints (Desired)
- Experience with and/or understanding of RG 271, BCOP and Australian Financial Complaints Authority (AFCA) (Strongly desired)
- Demonstrated experience in translation of core banking regulatory obligations in an operational context (Essential)
- Demonstrated understanding of training needs analysis, methodologies and moments of learning needs with the ability to choose the most effective learning/performance solutions
- Demonstrated systems thinking capabilities with the ability to distinguish training needs from other needs (process improvement, system design, communication, change management)
- Demonstrated experience in governance practices
- Strong commercial acumen
**About Us**
BOQ Group is a truly unique group of challenger brands with a purpose - to provide a genuine alternative to Australian financial services for customers and employees.
Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal - to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.
BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).
In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
**Our Perks**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Purchase annual leave
- Discounted private health insurance plan
- Employee Assistance Program (EAP)
- Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility
- BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index
**How to Apply**
BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
We celebrate, value and include people of all backgrounds, gender an
-
Capability Partner Customer Complaints
1 week ago
Brisbane, Queensland, Australia Bank of Queensland Full timeAbout the RoleFor the Group to deliver on its purpose, values and strategic priorities, it's critical that customer focused teams are supported continually develop the knowledge, skills and behaviours required to execute on our regulatory responsibilities and customer expectations when it comes to complaints management.The Customer Complaints Capability...
-
Customer Complaints Quality Lead
2 weeks ago
Brisbane, Australia Bank of Queensland Full time**About the Role** Reporting to the Head of Customer Relations, the purpose of this position is to build capability and mitigate risk across BOQ Group by ensuring quality management of internal and external dispute resolution (IDR and EDR) managed by the Customer Relations team. This role will support all BOQ Group brands including Bank of Queensland, ME and...
-
Capability Partner
1 week ago
Brisbane, Queensland, Australia Bank of Queensland Full timeAbout the RoleReporting into our fabulous Head of Enterprise Capability, this brand-spanking new role will play a large part towards executing on our enterprise capability strategy. As our Capability Partner - Enterprise you'll scope, design, curate and continuously improve learning programmes, campaigns and performance support tools that build the...
-
Customer Complaints Quality Lead
1 week ago
Brisbane, Queensland, Australia Bank of Queensland Full timeAbout the RoleReporting to the Head of Customer Relations, the purpose of this position is to build capability and mitigate risk across BOQ Group by ensuring quality management of internal and external dispute resolution (IDR and EDR) managed by the Customer Relations team. This role will support all BOQ Group brands including Bank of Queensland, ME and...
-
Capability Partner
1 week ago
Brisbane, Queensland, Australia Bank of Queensland Full timeCapability Partner - Risk TransformationOrganisational Development (Human Resources & Recruitment)Full timeWorking on enterprise wide Risk transformationAt BOQ Group, we're transforming our risk culture. Our multi-year change agenda is more than just a series of initiatives—it's a commitment to embedding knowledge, fostering skills, and nurturing...
-
Brisbane, Australia Bank of Queensland Full time**About the Role** Reporting to the Head of Customer Relations, the purpose of this position is to build capability and mitigate risk across BOQ Group by ensuring quality management of internal and external dispute resolution (IDR and EDR) managed by the Customer Relations team. This role will support all BOQ Group brands including Bank of Queensland, ME and...
-
Capability Partner
3 weeks ago
Brisbane, Australia Bank of Queensland Full time**About the Role** Reporting into our fabulous Head of Enterprise Capability, this brand-spanking new role will play a large part towards executing on our enterprise capability strategy. As our Capability Partner - Enterprise you’ll scope, design, curate and continuously improve learning programmes, campaigns and performance support tools that build the...
-
Capability Partner
1 week ago
Brisbane, Queensland, Australia Bank of Queensland Full timeAbout the RoleGet a kick out of partnering with business leaders on a business or business problem? Love to get to the root cause? Do you thrive designing sustainable and pragmatic ways to help people learn in the moment, for the first time or when things go wrong? As a Capability Partner, you'll be the point guard, conducting training needs analysis,...
-
Brisbane, Queensland, Australia Bank of Queensland Full timeAbout the RoleReporting to the Head of Customer Relations, the purpose of this position is to build capability and mitigate risk across BOQ Group by ensuring quality management of internal and external dispute resolution (IDR and EDR) managed by the Customer Relations team. This role will support all BOQ Group brands including Bank of Queensland, ME and...
-
Capability Partner
1 week ago
Brisbane, Queensland, Australia Bank of Queensland Full timeAbout the RoleAt BOQ Group, we're transforming our risk culture. Our multi-year change agenda is more than just a series of initiatives—it's a commitment to embedding knowledge, fostering skills, and nurturing behaviours that drive positive risk outcomes.As the Capability Partner - Risk Transformation, your responsibilities include partnering across...
-
Capability Partner
1 week ago
Brisbane, Queensland, Australia BOQ Full timeAbout the Role At BOQ Group, we're transforming our risk culture. Our multi-year change agenda is more than just a series of initiatives—it's a commitment to embedding knowledge, fostering skills, and nurturing behaviours that drive positive risk outcomes. As the Capability Partner – Risk Transformation, your responsibilities include partnering across...
-
Brisbane, Australia Bank of Queensland Full time**About the Role** Reporting to the Head of Customer Relations, the purpose of this position is to build capability and mitigate risk across BOQ Group by ensuring quality management of internal and external dispute resolution (IDR and EDR) managed by the Customer Relations team. This role will support all BOQ Group brands including Bank of Queensland, ME and...
-
Brisbane, Australia BOQ Full timeAbout the Role This role is a 24 month max term contract. Reporting to the Head of Customer Relations, the purpose of this position is to build capability and mitigate risk across BOQ Group by ensuring quality management of internal and external dispute resolution (IDR and EDR) managed by the Customer Relations team. This role will support all BOQ...
-
Brisbane, Australia BOQ Full timeAbout the Role This role is a 24 month max term contract. Reporting to the Head of Customer Relations, the purpose of this position is to build capability and mitigate risk across BOQ Group by ensuring quality management of internal and external dispute resolution (IDR and EDR) managed by the Customer Relations team. This role will support all BOQ...
-
Brisbane, Queensland, Australia BOQ Full timeAbout the RoleThis position is available for a 24-month maximum term contract under the supervision of the Head of Customer Relations. The main goal of this role is to enhance capacity and reduce risks within the BOQ Group by ensuring the efficient management of internal and external dispute resolution (IDR and EDR) handled by the Customer Relations team,...
-
Aps5 Complaints Officer
6 days ago
Brisbane, Australia Talent International Full timeaustralia brisbane contract up to au$55.24 per hour- **12 month contract, opportunity to extend.**: - **Chermside based**: - **Work from home options available, 2 - 3 days per week** **About the company**: Our client is an independent statutory agency that is responsible for implementing the National Disability Insurance Scheme (NDIS). This role will see...
-
Capability Design Partner
1 week ago
Brisbane, Queensland, Australia Bank of Queensland Full timeAbout the RoleBOQ Group is transforming it's customer experience through the introduction of a new Digital Banking Platform. For our lenders, leaders and customer service teams across BOQ, ME Bank and Virgin Money, there is a significant change agenda as they learn new skills, systems and approaches to support existing and new customers to reimagine their...
-
Capability Partner Facilitator
2 weeks ago
Brisbane, Australia HOBAN Recruitment Full timeJoin our dynamic team at HOBAN Recruitment as we partner with an independent statutory agency, dedicated to supporting Australians with significant and permanent disabilities, along with their families and carers. We are currently seeking an experienced **Capability Partner Facilitator - APS5 Equivalent** to contribute to a high-quality participant...
-
Executive Manager, Customer Complaints
1 week ago
Brisbane, Queensland, Australia Vero Insurance Full timeWhat you'll do: Develop and implement Suncorp Bank's customer advocacy approach, enhancing transparency and trust while safeguarding consumer interests.Lead ongoing communication with internal and external stakeholders, following the OCA Communication and Engagement Strategy.Drive continuous improvement initiatives to enhance customer outcomes and streamline...
-
Aps5 Complaints Officer
4 weeks ago
Brisbane, Australia Talent International Full timeaustralia brisbane contract negotiable- **24 month contact, possibility of further extension**: - **Brisbane CBD based**: - **Work from Home options available** **About the company**: Talent International are currently partnering with an independent commission that was established to improve the quality and safety of services funded by the National...
