Customer Relations Lead

5 days ago

Sydney, New South Wales, Australia beBeeRegulatory Full time $90,000 - $120,000

Job Title: Customer Relations Team Manager

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This role is responsible for leading a team of customer relations officers in an inbound and/or outbound high volume complaint environment servicing various customers, products and propositions. You will act as the voice of the customer to deliver fair outcomes while taking into consideration regulatory requirements and obligations.

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Key Responsibilities:

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  • Management of the Complaint Handling Resolution framework ensuring complaints are handled within regulatory guidelines.">
  • E2E complaint review providing input into enhancing the customer experience based on data driven conclusions and insights.">
  • Work with internal and external stakeholders including regulators and the complaints authority AFCA keeping abreast of all regulatory requirements and industry changes relevant to the role.">
  • Demonstrate leadership on Regulatory and Compliance matters maintaining awareness of operational risk and minimize its occurrence including identification assessment mitigation and control loss identification and reporting.">
  • Leadership and management of the Customer Relations team to ensure that all complaints and customer feedback is handled in accordance with the internal and external complaint resolution framework.">
  • Ensure all team members are adequately trained to carry out their duties in accordance with Group policies and local regulatory requirements.">
  • Manage motivate and coach the team through challenging conversations with customers and provide guidance on AFCA approach and submissions.">
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