Custodian of Customer Experience

4 days ago

Sydney, New South Wales, Australia beBeeCompliance Full time $60,000 - $100,000
Complaints Manager Job Description

We are seeking a highly skilled Complaints Manager to join our team.

The successful candidate will be responsible for managing customer complaints, protecting the company's reputation and ensuring all complaints are handled in accordance with regulatory guidelines.

This role requires close collaboration with various departments to ensure a high-quality service is delivered to customers.

The jobholder will lead from the front in providing feedback to managers on individuals and processes, highlighting any concerns and making recommendations for improvement.

Main Responsibilities:

  • Investigate and handle escalated complaints for consumers and small businesses through to resolution, in line with the approach and timescales outlined in the complaint handling policy.
  • Exercise own judgement in the specific approach to take with individual complaints and make informed and well-reasoned decisions in the event of financial outlay (gestures of goodwill).
  • Assist Compliance/Risk with compiling cases and regulatory reporting.
  • Review customer feedback and respond where required, daily managing customer feedback and providing responses and analysing trends.
  • Provide monthly MI and associated commentary to internal parties on Complaints and customer feedback as required, including identifying key trends and conducting root cause analysis.

Key Requirements:

  • Previous experience of managing escalated complaints in a financial services industry is essential.
  • Excellent verbal and written communication skills are needed to understand a client's complaint and explain complex processes in a clear, straightforward way.
  • A solution focused approach is required to persistently follow matters through to resolution.
  • A high level of drive and motivation are necessary to achieve results while working cross departmentally.
  • The job holder should be quality driven, ensuring accurate data integrity and adherence to all processes.
  • A strong team worker is required, with the ability to build and maintain strong cross functional working relationships.

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