Customer Advocate

4 weeks ago

Sydney, Australia Bendigo & Adelaide Bank Full time

**About the role and team**

The Customer Advocate Office is the heartbeat of the organisation in representing the Customer. We consult with, listen to, understand, and prioritise what the Customer is seeking from the organisation.

We have a full-time permanent opportunity for a Customer Advocate. Reporting to the Chief of Staff, you are the ‘Champion of the Voice of the Customer’ for the Bendigo and Adelaide Bank Group. You will work collaboratively with the wider Customer areas to provide relevant and evolving metrics, solutions, insights, feedback and marketing to successfully achieve our vision of being Australia’s most customer-connected bank.

In this role you will get to:

- Drive fairer dispute resolution outcomes, with a particular focus on sensitive and complex cases through thematic reviews;
- Review key customer themes to identify thematic opportunities to enhance products, services, systems and processes within the bank;
- Help facilitate better decision-making and fairer outcomes through insights and perspectives, including those sought from the community.

**About you**

You will have extensive knowledge and experience in all aspects of relevant process, business standards and regulatory and customer requirements.

To be successful in the role you will have:

- Demonstrated experience in a customer experience and advocacy role particularly with managing and assisting vulnerable customers
- Proven ability to lead, coach, develop and mentor staff;
- Experience in developing insights and interpreting data to identify opportunities to improve
- Strong ability to influence and develop relationships with key stakeholders (internal and external)
- Strong analytical, verbal and written communication skills;
- Bachelor’s degree or Qualification in Law, Finance, Business or related discipline preferred or relevant experience

We offer flexible work options that put our people first, and a hybrid model of two days in a local Head Office per week.

**About Bendigo Bank**

With over 7,000 employees, we are Australian’s most trusted retail bank, our purpose is - ‘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 appreciate the support recruitment agencies give businesses every day, however, we have got this. Our recruiters will reach out to our agency panel if we need a helping hand.

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