Customer Complaints Manager

7 days ago

Melbourne, Victoria, Australia beBeeDispute Full time $120,000 - $150,000

Job Title: Dispute Resolutions Team Leader

About the Role:

This is a highly sought-after leadership position within our organization, overseeing a team of specialists who manage customer complaints. If you have experience in dispute resolution and are looking to take on a challenging role with opportunities for growth and professional development, this could be the perfect fit.

Key Responsibilities:
  • Develop a complaints model that prioritizes customer satisfaction, establish performance expectations, monitor daily improvement, and ensure ongoing training to maintain compliance with policy and procedure.
  • Collaborate with the Customer Service team to provide support on escalated complaints where first-level resolution has not been achieved.
  • Analyze complaint data, identify trends, and translate insights into actionable execution plans to enhance customer experience and commercial outcomes.
  • Presents insights representing both the customer journey and commercial opportunities to stakeholders.
  • Maintain strong relationships with external complaint and regulatory bodies to ensure alignment with organizational values.
  • Stay updated on industry trends and technical developments within the complaints and BNPL sector.
  • Serve as an expert in complaint processing and global regulatory requirements.
  • Prepare and present reports on complaint volumes, categories, and insights from internal and external dispute resolution.
  • Analyze complaint data, report on trends, and make recommendations to improve processes.
  • Evaluate and reengineer processes to achieve optimal outcomes for customers and business, and solve complex problems.
  • Operate within standard operating procedures and promote compliance across all touchpoints with a deep understanding of relevant legislation, guidelines, and industry.
  • Identify and address challenges impacting staff's ability to evaluate complaints within a standardized process.
  • Lead regulator information requests in conjunction with Legal/Compliance as needed.
  • Foster a supportive customer experience and ensure timely and fair outcomes.
  • Oversight workforce models, training plans, and staff onboarding/offboarding.
  • Lead team performance, oversee staff development, coaching, and mentoring.
  • Drive a culture of continuous improvement within the complaints function.
Requirements:
  • A bachelor's degree in a related field such as business administration or a similar discipline.
  • Proven experience in a similar leadership role, preferably in a customer-facing environment.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong analytical and problem-solving skills.
  • Knowledge of industry trends and regulations.
Benefits:
  • Opportunities for career advancement and professional development.
  • A competitive salary and benefits package.
  • A dynamic and supportive work environment.
  • The chance to work with a talented team of professionals.
How to Apply:

If you're interested in this exciting opportunity, please submit your application, including your resume and a cover letter outlining your experience and qualifications.

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