Consumer Service Excellence Lead

2 weeks ago

Sydney, New South Wales, Australia beBeeConsumerAffairs Full time $120,000 - $150,000
Job Title

We are seeking a skilled Consumer Affairs professional to join our team in overseeing the intake, management and resolution of all consumer cases including complaints, inquiries and escalations across our total portfolio in Oceania.

About the Role

This is an exciting opportunity to work with a leading global consumer goods business with a portfolio of over 25 brands. As a key member of the Consumer Affairs team, you will be responsible for managing end-to-end consumer contact processes, ensuring timely, empathetic and accurate responses to customer enquiries, feedback and complaints.

You will also be working closely with cross-functional teams to drive corrective and preventive actions, analyze trends in consumer feedback to identify issues, emerging risks or opportunities for product and service enhancement. Your ability to manage multiple priorities in a fast-paced environment will be essential to this role.

This fixed-term contract position offers a unique opportunity to make a real impact on our business and contribute to the success of our Consumer Affairs team.

Key Responsibilities
  • Manage end-to-end consumer contact processes, including enquiries, feedback and complaints
  • Work closely with cross-functional teams to drive corrective and preventive actions
  • Analyze trends in consumer feedback to identify issues, emerging risks or opportunities for product and service enhancement
  • Develop and deliver quarterly business presentations to senior leadership, highlighting KPIs and key insights
Requirements

To succeed in this role, you will require:

  • Minimum 5 years' experience in consumer affairs, complaints management or customer service leadership
  • Proven ability to manage adverse events, complex complaints and high-risk consumer interactions
  • Excellent written and verbal communication skills, with the ability to handle sensitive issues with professionalism and empathy
  • Demonstrated ability to manage stakeholders and work cross-functionally with Regulatory, Legal, Quality and Marketing teams
  • Proficiency in CRM systems and data analytics tools (e.g. Agent, Power BI)
  • Ability to manage multiple priorities in a fast-paced environment
What We Offer

We offer a competitive salary package and a range of benefits, including:

  • Attractive salary and benefits
  • Flexible working arrangements
  • Ongoing training and development opportunities
About Us

We are a vibrant global community of visionaries, doers and makers, dedicated to infusing joyfulness into every aspect of our work. Our fundamental value of People First guides us to foster a diverse, inclusive and respectful environment where every team member can flourish and celebrate our shared achievements.

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