Pacific Customer Complaints Resolution Lead

7 hours ago

Sydney, New South Wales, Australia beBeeComplaints Full time $120,000 - $140,000
Job Title

We are seeking a highly skilled professional to lead our customer complaints resolution program across the Pacific region.

About This Role
  • This is an exciting opportunity for a seasoned Dispute Resolution Specialist to join our team and contribute to delivering exceptional service to our customers.

In this challenging yet rewarding role, you will oversee the development and implementation of effective complaint resolution processes, ensuring timely and efficient issue escalation. You will work closely with various departments to identify and address root causes of complaints, providing subject matter expertise to inform business decisions.

The ideal candidate will possess strong leadership skills, with the ability to motivate and develop a high-performing team of dispute resolution specialists. A proven track record in customer relations, complaints management or service delivery is essential, as well as excellent communication and influencing skills.

Key Responsibilities
  • Lead the development and oversight of the customer complaints program, ensuring adherence to global and local policies and procedures.
  • Establish and maintain effective complaint resolution processes and service level agreements to ensure timely issue escalation.
  • Manage and develop a team of dispute resolution specialists, providing coaching, training and performance management.
  • Analyse complaint trends and provide subject matter expertise to inform business decisions.
Requirements
  • Proven experience in customer relations, complaints or service delivery management roles.
  • Strong understanding of Australia and New Zealand regulatory requirements and practices.
  • Excellent communication and influencing skills, with the ability to capture verbal and written communication at all levels.
  • Creative thinker with dynamic solutions to complex issues.

What We Offer

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

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