(Immediate Start) Complaints Team Leader

Complaints Team Leader page is loaded## Complaints Team Leaderlocations: Melbournetime type: Full timeposted on: Posted 9 Days Agotime left to apply: End Date: November 10, 2025 (6 days left to apply)job requisition id: JR100297**Complaints – Team Leader**We have an exciting opportunity for a Complaints Team Leader to join Heartland Bank Australia Limited based in Melbourne Australia.You will step into a pivotal leadership position as our Complaints Team Leader, where your expertise will shape the way, we handle customer concerns and drive operational excellence. You will be responsible for overseeing the end-to-end complaints lifecycle, ensuring compliance with RG271, and delivering exceptional service levels across our banking operations. You will act as a key escalation point, support the Head of Operations, and collaborate across teams to enhance customer experience, streamline processes, and contribute to our growth strategy.You are a confident leader with a passion for customer advocacy and operational excellence. You are driven by purpose, thrive in fast-paced environments, and know how to turn challenges into opportunities. You are someone who delivers high levels of customer service and builds trust with key stakeholders, leads teams with empathy and strategic insight as well as being able to collaborate across different departments to drive innovation and efficiency. **You’re a pro with:*** Payments, Reverse mortgages, and Deposit product knowledge* Customer onboarding and operational workflows* RG271, Privacy Act, and ePayments Code (preferred)* Complaints analysis and process optimisation* Stakeholder engagement across internal and external teams* A solid understanding of Authorised Deposit Taking Institutions and their regulatory obligations* Familiarity with IDR/EDR frameworks and complaints management standards**Qualifications/Certification:*** A degree in Business or a related field (preferred)* 3+ years’ experience in finance and banking operations* RG146 Banking CertificationAt Heartland Bank Australia, we focus on providing Australians with specialist banking products that are the best or only of their kind. We do this digitally so our customers can spend more time on the things that matter most - instead of waiting in a queue to speak with someone at a bank. We're well-established in Australia and have been serving Australians since 1971. We're the leading provider of reverse mortgages and of specialist livestock finance. We're part of the Heartland group of companies which has more than 145 years of experience in financial services. Heartland is listed on the New Zealand and Australian stock exchanges (NZX/ASX: HGH) Our values define who we are. We're innovative and always evolving. We work together as one team and have big ambition. We offer real opportunities for learning and career development. You can also get involved in driving change through our internal groups, including our rainbow committee, Growing Families, wellbeing and sustainability groups. Our perks include flexible working, regular team social activities and events, flu vaccinations and more. Diversity & inclusion At Heartland, we're proud to celebrate the many characteristics that make us different. We're committed to improving the inclusiveness of our workplace, enabling our people to be authentic and helping us better understand and respond to our customers. We're an equal opportunity employer and we strongly encourage everyone to apply. Let us know if you need support throughout the application or interview process including a sign language interpreter or speech-to-text reporter. Feel free to share your pronouns in your application. To learn more about Heartland, check out our website heartlandbank.com.au or follow us on LinkedIn linkedin.com/company/heartland-bank-Australia Please note you must be eligible to work in Australia.### Get In TouchIntroduce yourself to our team and we'll get in touch if there's a role that seems like a good match.Across the Heartland group, we’re looking for people who will embrace the opportunities we provide to learn, contribute and make a difference. You’ll find meaningful work and an environment that is fast-paced, rewarding and supportive. The Heartland group is a digital financial services group of companies, which includes Heartland Bank in New Zealand and Heartland Bank in Australia (which includes our StockCo team).
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