Customer Relations Team Leader

2 weeks ago

Brisbane, Australia Bank of Queensland Full time

**About the Role**
The Customer Relations Team Leader is responsible for the fair, timely and compliant resolution of Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints within Customer Relations at BOQ Group.

They are responsible for the operational day to day running of the team and coaching Case Managers to ensure resolution of complaints within the obligations of RG 271, while partnering with key stakeholders to reduce obstacles in complaint resolution.

This role is responsible for bringing to life the enterprise complaints management process and ensuring compliance against regulatory obligations and complaints are managed within RG 271 and the Australian Financial Complaints Authority (AFCA) rules.

Key to the success of this role is driving and developing the Customer Relations team (and frontline complaint handlers) to ensure consistency of process and service delivery while always putting the customer needs at the heart of what we do.
- The key focus of this role is to ensure that the extensive regulatory obligations are met in respect to the operational management of customer complaints.
- Coach, lead and develop Case Managers, bringing the BOQ Group Values and Purpose to life through the effective and strategic resolution of complaints and identification of risks and compliance breaches.
- Lead case managers to develop robust and fair responses at all stages of the IDR and AFCA process while complying with RG 271 and AFCA Rules.
- Drive internal dispute resolution (IDR) compliance with RG 271.
- Leverage industry expertise to form appropriate strategies to minimise the business risk profile of high complexity/high risk customer complaints.
- Deliver a high level of employee satisfaction through engaging and inspiring leadership that focuses on partnering approach and delivering on commitments.
- In this heightened Regulatory environment, ensure compliance to appropriate regulatory guides (RG271) and perform agreed quality assurance activities to demonstrate this.
- Maintain resources to enable the team to perform their role in complaints management effectively.
- Actively monitor BOQ Group complaints data to ensure complaints are being captured, recorded and resolved within agreed timeframes.
- Drive and deliver deeper analysis and insight into EDR customer complaints and dissatisfaction to improve the customer experience and proactively detect emerging issues.
- Engage with stakeholders on effective EDR complaint management and reporting, inclusive of actionable insights into complaint causal factors and improvement initiatives.
- Decision making in line with approved non-financial loss/goodwill gesture delegations for self and team, ensuring commercial viability and appropriate sign offs are adhered to.
- 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 Leadership experience (preferred) in the banking and finance industry.
- Experience in leading a team that manages EDR customer complaints via an Ombudsman scheme such as AFCA and IDR under RG 271.
- Extensive knowledge of the banking and finance industry particularly Retail Banking and the related prudential standards and regulatory environment
- Ability to build and develop rapport and demonstrate empathy to influence outcomes and perceptions.
- Ability to strategize and 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 negotiation, presentation, written and verbal communication skills.
- Demonstrated ability to identify opportunities for improvement and to influence change as a result.
- Demonstrated ability to help support required behavioural and cultural change.
- Highly developed planning, organisation and time management skills.

**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 th

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