Customer Complaints Quality Lead

6 months 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 Virgin Money Australia.

Quality assurance is a key risk control in the management of our customer complaints. Accordingly, the key focus of this role is to help drive a culture of quality, compliance, people capability and consistent customer experience via performance of regular quality assurance assessments and providing coaching to team members.

You will also take appropriate action to address gaps in knowledge and/or capability where required including the development of templates, standard wording, training etc.

**Key Responsibilities**:
**Capability**
- Drive the team to deliver high level technical knowledge and support across the broader team in line with products and the processes around complaint management.
- Design and develop effective technical and soft skills training to uplift capability and meet the needs of the BOQ Group Customer Relations team.

**Quality**
- Maintain and uplift a fit for purpose quality framework and test scripts to support oversight / file review / monitoring activities.
- Lead regular calibration sessions with the leadership team to ensure consistency and fairness.
- Identify quality performance themes for both individuals and the team, using the trends to drive improvement via process review, training and/or coaching.

**Coaching**
- Coach and develop IDR and EDR Customer Relations Case Managers to thrive, bringing the BOQ Group values and core purpose to life through the effective resolution of complaints and breaches.
- Exemplify the BOQ Group values of Spirited, Optimistic, Curious, Inclusive, Accountable and Lionhearted to contribute to the purpose of Building Social Capital through Banking.

**About you**
- Minimum 5 years’ experience in investigating and managing customer complaints (mandatory).
- Tertiary qualification in law or finance (highly desirable).
- Sound knowledge of the banking and finance industry and the related prudential standards and regulatory environment (mandatory).
- Demonstrated ability in coaching individuals and teams to build skillset and capability.
- Ability to build and develop rapport and demonstrate empathy to influence outcomes and perceptions and drive change.
- Ability to negotiate outcomes including financial settlements and terms of agreement.
- Well-developed critical thinking capability including the ability to review data, draw insight and deliver appropriate analysis.
- Advanced report writing, presentation and verbal communication skills to provide coaching.
- Demonstrated ability to identify opportunities for improvement and to influence change as a result.
- Demonstrated ability to help support required behavioural and cultural change.

**About Us**
BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion 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).

**Our Perks**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- Discounted private health insurance plan
- Employee Assistance Program (EAP)
- 5 employee diversity network groups focusing on: First Nations Reconciliation Council, Proudly ME (LGBTIQA+), Multicultural, Gender and Early Career
- BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

**How to Apply**

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligation

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