Customer Manager, Idr Complaints

3 months ago

Sydney, Australia Westpac Banking Corporation Full time

Customer Manager, IDR Complaints

**Customer Manager, Internal Disputes Resolution - 51573**
- **Full time Permanent**:

- **Based in Kogarah NSW, or Bedford Park, SA**:

- **Hybrid working arrangement - 3 days in office/2 days WFH**

**How will I help?**

The Customer Manager is an important role within Customer Solutions and is critical to achieving our goal to deliver a world class complaints experience. You will be responsible for enabling fair and timely resolution of escalated customer complaints and recovering customer advocacy.

You will provide a high-quality resolution and written outcome after a full investigation of all relevant facts, whilst adhering to complaint management regulatory requirements, business process and guidelines.

You will be solving customer concerns, identifying and escalating possible systemic issues, risk incidents, continuous process improvements opportunities and managing complaints raised via our Internal Dispute Resolution portal.

**What's in it for me?**

You'll play a significant part of the future of a business that has been around for over 200 years. Our purpose is to create better futures together. So, we'll back you in the development of your career, internal career prospects, and flexible working. You'll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

**What do I need?**

To be successful in this role you will have a solid working in a customer centric and disputes resolutions role. You will have a passion for customer focus and ability to delight our customers.

You will have strong problem-solving skills and not be afraid to challenge status quo. You will bring a high level of energy and enthusiasm coupled with an empathetic, courteous, and curious nature.

You will have the ability to manage performance independently and deliver results as part of a team.

Experience in Fraud & Scams, Consumer & Business Lending and Everyday Transactional Banking would be highly desirable.

**What's it like to work there?**

We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other's passions, and transformative success stories to create better futures together.

As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.

We'll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you're in control of where you start and how you'll grow.

As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

Hear from some of our people and their experiences working with us.

**How do I apply?**

Start here. Just click on the **APPLY** or button.

**Do you need reasonable adjustments during the recruitment process?**

Job ID 300002176924703

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