Complaints Resolution Manager

3 days ago

Melbourne, Victoria, Australia beBeeComplaints Full time $120,000 - $150,000
Job Title

Customer Experience Manager - Complaints Resolution

  • Manage a team of specialists to resolve customer complaints efficiently and effectively.
Job Description

This role involves managing a team responsible for resolving customer complaints in the ANZ region. You will oversee a team of 5 specialists, ensuring that complaints are resolved promptly and fairly. Your expertise in AU regulations related to complaints will be essential in mitigating complaint trends.

The team members are based in Melbourne and NSW, and you must be able to engage with them remotely and in-person. You will work closely with the Global Complaints Leader to ensure that the EDR or external complaints team operates within the company's policies and procedures.

Responsibilities

The key responsibilities of this role include:

  • Managing a team of specialists to deliver a customer-centric experience through complaints resolution.
  • Providing support to the Customer Service team for escalated complaints.
  • Understanding complaint drivers and dissecting complaint data to inform actionable execution plans.
  • Presenting insights on both customer experience and commercial outcomes.
  • Establishing and maintaining strong engagement with external complaint and regulatory bodies.
  • Maintaining up-to-date knowledge of industry trends and technical developments within the complaints and BNPL industry.
  • Developing and presenting reporting for stakeholders on complaint volumes, categories, and insights.
  • Analysing complaint data, identifying trends, and making recommendations to improve processes.
  • Re-engineering processes to ensure best possible outcomes for customers and the business.
  • Operationalising compliance across all touchpoints and teams.
Requirements

To be successful in this role, you will need:

  • Tertiary qualifications and/or equivalent industry experience (CIO, FOS or AFCA).
  • At least 2 years' leadership experience in Dispute Resolution and Financial Services.
  • Proven staff leadership and performance management skills.
  • Ability to draft detailed findings to external dispute bodies.
  • Proven experience in conflict resolution and problem-solving.
  • Leadership skills and ability to manage multiple projects simultaneously.
Benefits

This role offers:

  • A competitive salary package.
  • Ongoing training and development opportunities.
  • A supportive and inclusive work environment.
  • Flexible working arrangements.
Why Work With Us

We're committed to building a more inclusive economy where our customers have equal access to opportunity. We strive to live by these values in building our workplace, creating a fair and square environment for all employees. We believe in being open and transparent in our hiring process, providing reasonable accommodations to disabled applicants throughout the recruitment process.

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