Establishing Best Practices

1 week ago

Sydney, New South Wales, Australia beBeeStandards Full time $120,000 - $160,000
Customer Standards Team Lead

The Customer Standards team plays a vital role in ensuring that customer expectations are met by setting and inspecting best practice customer standards. The team supports the Group Customer Advocate in this endeavor.

Key Responsibilities:

  • Monitor and review customer complaint management and remediation policies to ensure accuracy, efficiency, and effective risk management.
  • Provide oversight and guidance on subsidiary complaints and remediation policies through Subsidiary Policy Governance.
  • Facilitate robust Risk Governance by maintaining accurate records in the Risk Management System and underpinning documents.
  • Conduct thematic reviews to provide insights and recommendations for best practice customer standards in complaints, remediation, and other areas.
  • Contribute to and/or deliver strategic projects, initiatives, and Business As Usual (BAU) activities as required by the Group Customer Advocate.
  • Model ethical behavior of the highest standards and represent the voice of the customer and community in all interactions.
  • Adhere to expected standards of behavior, actions, and decisions.

Required Skills and Experience:

  • Ability to interpret complex information and data, effectively communicating findings and recommendations to diverse audiences.
  • Advanced written, verbal, and interpersonal communication skills.
  • Critical thinking and decision-making capabilities.
  • Experience navigating processes, policies, and frameworks.
  • Excellent organizational and time management skills.
  • Ability to meet deadlines and balance conflicting priorities.
  • Capacity to work cooperatively and consultatively as part of a team.

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