Customer Advocacy Officer

3 weeks ago

Sydney, Australia HSBC Full time

Some career choices have more impact than others.

We’re looking for progressive minds who are driven and forward-thinking, who are open to different ideas and cultures, who can connect with customers and colleagues and who’ll work with courageous integrity every day.

As an HSBC employee in Australia, you’ll have access to tailored professional development opportunities, competitive pay, an embedded flexible working culture and a range of employee benefits. These include market-leading subsidised private health cover, enhanced parental pay and support when returning to work, subsidised banking products and services and wellness programmes including discounted gym memberships.

Wealth and Personal Banking serves more than 50 million customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

This role is a full time permanent role for an ambitious individual to join the team as a Customer Advocacy Officer.

**Responsibilities**:

- Support the Head of Customer Advocacy and the Customer Advocate Manager to investigate and respond to complaints for vulnerable or scammed WPB customers and small business customers from CMB, as well as complaints that are undergoing External Dispute Resolution (EDR) via AFCA.
- Stakeholder Management to effectively and efficiently investigate and gather information for the Customer Advocate to be able to review and make a determination in relation to a complaint.
- Conducting root cause analysis of complaints received.
- Working with Customer Relations Team and the Head of Customer Advocacy to identify themes and systemic issues from all complaints received including Customer Advocate complaints.

Requirements

To be successful in this role, you will need:
To use their own judgement in order to prioritise a complex workload, ensuring active progression of all outstanding matters.
- At least 2 years experience in banking/financial sector
- Understanding of the Bank’s customer management systems
- Experience in branch or in a customer facing role (including on the phone) is preferred
- Excellent verbal, written communication and organisational skills
- Ability to work to tight deadlines & prioritise workload
- Creativity and willingness to take the initiative.
- An enquiring mind with a good eye for detail.

HSBC is committed to building a culture where all employees are valued and respected and where opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow in an inclusive environment. Applications from First Nations peoples are encourage.

  • Policy & Advocacy Officer

    3 months ago

    Sydney, Australia The Royal Australasian College of Physicians Full time

    Posted: 10/10/2024 Closing Date: 30/10/2024 Job Type: Fixed Term Contract Location: Sydney CBD Job Category: Education & Training **About the RACP** The Royal Australasian College of Physicians (‘RACP’) connects, represents, and trains physicians and trainee physicians across Australia and Aotearoa New Zealand. The RACP provides services to support...

  • Customer Advocacy Manager

    5 days ago

    Sydney, Australia Technology One Limited Full time

    TechnologyOne‘s mission to provide world class software services to the thousands of people who use our software every day. Our 99% customer retention rate is proof that what we do is valued by our customers and our Customer Experience business is no exception as we strive to deliver high calibre service to our clients. We are currently looking for a...

  • Policy & Advocacy Officer

    2 weeks ago

    Sydney, Australia The Royal Australasian College of Physicians Full time

    Posted: 03/01/2025 Closing Date: 31/01/2025 Job Type: Permanent - Full Time Location: Sydney CBD Job Category: Research, Writing & Content Development **About the RACP** The Royal Australasian College of Physicians (RACP) connects, represents, and trains physicians and trainee physicians across Australia and Aotearoa New Zealand. The RACP provides...

  • Customer Advocacy Manager

    2 weeks ago

    Sydney, Australia HSBC Full time

    Some career choices have more impact than others. We’re looking for progressive minds who are driven and forward-thinking, who are open to different ideas and cultures, who can connect with customers and colleagues and who’ll work with courageous integrity every day. As an HSBC employee in Australia, you’ll have access to tailored professional...

  • Advocacy & Governance Specialist

    3 months ago

    Sydney, Australia NSW icare Full time

    **Advocacy & Governance Specialist** **Summary**: Support advocacy for fair and empathetic outcomes for those we serve across all schemes by assisting with the identification of best practice customer advocacy approaches and maintaining an enterprise approach to customer governance - Permanent Full-Time position - Hybrid working environment (3 days in the...

  • Manager Advocacy and Policy

    3 days ago

    Sydney, Australia Beaumont People Full time

    **National Policy, Governance and Projects Officer** - Based in Sydney CBD (2000) - just a minute’s walk from Wynyard train station and multiple other transport options. - Find meaningful work in a highly respected for-purpose organisation, Legacy Australia Inc. - Immediately available, full-time permanent role **About our client** Legacy is a charity...

  • Administration and Systemic Advocacy Support

    7 days ago

    Sydney, Australia Beaumont People Full time

    **Administration and Policy Support Officer 0.6 FTE** - Supportive and collaborative team - NFP salary packaging, work in a beautiful co-workspace that allows dogs, bi-annual team retreats and the option to work 0.6 FTE hours across 3 days or 4/5 shorter days are some of the benefits on offer **About our client** OPAN is a national network of independent...

  • Customer Advocacy Manager

    7 months ago

    Sydney, Australia HSBC Full time

    -Job description **Some career choices have more impact than others.** At HSBC we exist with the purpose of Opening up a World of Opportunity. We use our unique expertise, capabilities, breadth and perspectives to provide opportunities for our customers and colleagues through global connectivity. We bring together the people, ideas and capital that nurture...

  • Public Relations

    5 days ago

    Sydney, Australia Planning Institute Of Australia Full time

    **Responsibilities**: This new role will coordinate and project PIA’s voice across industry and government to achieve the Institute's advocacy aims and help keep members informed on our achievements and challenges. The PR & Advocacy Manager will develop the overall advocacy and PR campaign strategy of the organisation, manage media & federal government...

  • Global Marketing Manager, Advocacy

    2 months ago

    Sydney, Australia Ignition Full time

    **Company Description** Who we are**: Founded in 2013, Ignition is the **leading revenue generation platform for accounting and professional services businesses** to spark greater efficiency and profitability. Ignition automates and optimizes proposals, billing, payments and workflows in a single platform that fits seamlessly into existing technology...

  • Customer Services Officer

    3 weeks ago

    Sydney, Australia Hatch Full time

    ** This role is at LendLease (not for Hatch)** Hatch is supporting LendLease to find a great Customer Services Officer to join their Customer Support team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like LendLease. **About the role at...

  • Customer Support Officer

    1 day ago

    Sydney, Australia NSW Government -Department of Customer Service Full time

    **Customer Support Officer** **Grade 3/4, Opportunities Galore! Temporary/ Ongoing/ Full Time/ Part Time!** **What’s the Job?** *** Our Customer Service Officers are a dedicated team of customer service Extraordinaires with a technical IT flair. You will have the opportunity to interact with people from across our business and can go to sleep every...

  • Customer Service Officer

    7 months ago

    Sydney, Australia Hatch Full time

    ** This role is at CSR (not for Hatch)** Hatch is supporting CSR to find a great Customer Service Officer to join their Customer Support team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like CSR. **About the role at CSR** CSR have an exciting...

  • Customer & Administration Support Officer

    1 hour ago

    Sydney, Australia Community Early Learning Australia Full time

    **About Us** Join our team of dynamic professionals who are committed to the advancement of early education and care. CELA is the peak body for Australia’s early childhood education sector, advocating for quality early education and care for all Australian children. We are a member-based organisation supporting early education professionals through our...

  • Customer Service Officer

    2 weeks ago

    Sydney, Australia Hatch Full time

    ** This role is at HireUp (not for Hatch)** Hatch is supporting HireUp to find a great Customer Service Officer to join their Customer Support team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like HireUp. **About the role at HireUp** A Customer...

  • Strategic Communications Adviser

    4 days ago

    Sydney, Australia Customer Owned Banking Association Full time

    About the role - Work alongside high performers in an inclusive, supportive environment - Excellent professional development opportunities available - Based in Sydney or Canberra with flexible working conditions The organisation The Customer Owned Banking Association (COBA) is the industry advocate for Australia’s customer owned banking sector. Its...

  • Ict Customer Support Officer

    3 weeks ago

    Sydney, Australia NSW Government -Department of Customer Service Full time

    **Customer Support Officer** **Grade 3/4, Multiple Opportunities -Temporary/ Ongoing/ Full Time/ Part Time!** **What’s the Job?** *** Our Customer Service Officers are a dedicated team of customer service of customer service specialists with solid technical IT knowledge. DCS is a service provider and regulator, focusing on delivering first-class...

  • Servicenow Partner Program Advocacy Manager

    7 months ago

    Sydney, Australia ServiceNow Full time

    **Company Description** At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive...

  • Advisor Industrial Relations

    4 months ago

    Sydney, Australia NSW Department of Customer Service Full time

    **Advisor Industrial Relations** **Clerk Grade 7/8, Ongoing, Full-time 35 hours per week - Talent Pool to be created** **People Services, People & Culture, Department of Customer Service** **4PSQ Parramatta or Gosford or Sydney Mckell location (travel required between these locations)** **Salary Range: $106,025 to $117,363 + super** - Play a key role in...

  • Policy Officer

    2 weeks ago

    Sydney, Australia NAPWHA (National Association of People with HIV Australia) Full time

    About the role - Key role in driving strategic policy and advocacy work - 12-month fixed term contract, working 4 days per week - Offices in inner west Sydney, with some work from home options The Organisation NAPWHA (National Association of People with HIV Australia) is the peak non-government organisation representing individuals living with HIV in...