Customer Complaints Manager Pacific

2 weeks ago

Melbourne, Victoria, Australia beBee Careers Full time
Customer Complaints Manager

Make a Bigger Impact

We are seeking a strategic leader to play your part in transforming the way we help customers manage risk. As a Customer Relations Manager, you will lead a team of customer service specialists while collaborating with various departments to address issues that generate complaints.

This position requires a strategic mindset balanced with tactical problem-solving capabilities and is responsible for developing and overseeing the customer complaints program in adherence to global and local complaints handling policies and procedures.

Your Key Accountabilities:

  • Develop effective complaint resolution processes and service level agreements.
  • Manage and develop a team of complaints specialists, providing coaching, training, and performance management.
  • Analyse complaint trends and provide subject matter expertise to help management understand the root cause of complaints.
  • Collaborate closely with local department heads to identify process improvement opportunities.
  • Lead the handling of complex complaints in line with company procedures and service standards.
  • Maintain current knowledge of local regulatory requirements that have potential to impact business operations.
  • Participate in all relevant committees and forums to facilitate resolution of root causes and risks posing a barrier to good complaint handling.
  • Enhance reputation by proactively engaging with external stakeholders & industry experts.
  • Encourage, support, and exemplify a culture of continuous improvement across all functional areas.

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