Customer Relations Consultant

**Johnathan Thurston Academy**

Taking employment back to basics. We simply introduce jobseeker to jobs It's that simple.

The Johnathan Thurston Academy, with Lendlease as our major employment partner, has a unique collaborative employment zone. The goal and focus is to connect job seekers to all of our employment partners throughout the nation. We aim to ensure that all opportunities for potential connections are both exhausted and managed in the one zone. We have created a unique and sophisticated platform that streamlines all employment opportunities between job seekers and employers.

Client**:Bank of Queensland**

**About The Role**

As our Customer Relations Consultant (CRC), you will be responsible for fair and timely case management of complaints that are either rated at certain severity levels, come from Team Leaders and/or need input from a specialist team to resolve. So yes, they are pretty important around here

You will get the opportunity to create genuine, positive outcomes and advocate for our customers, working with internal stakeholders to come up with solutions. It is also an environment where we value continuous improvement, and encourage identifying opportunities to do so.

The CRC will investigate and conduct root cause analysis on each individual case, and coordinate with specialist teams to gather required information to reach a suitable resolution within the required (and often set regulatory) timeframes.

By adhering to BOQ’s Complaints Policy and Procedure, the CRC will play a pivotal role in ensuring complaints are managed in compliance with regulatory guidelines, and customer feedback is captured so we are able to support the continuous improvement of all our products, processes and of course, improve our customer experience.

**About You**

You are known as a hero in the customer service arena, who remains calm, collected and empathetic whilst constantly keeping the customer’s experience at the forefront - that’s right, every customer you liaise with is a person, a real person and not a number

As an experienced customer disputes resolutions guru, you’re comfortable working through complex customer issues with an outstanding fact-based problem-solving skill set - yeah, you know how to get stuff done and do it all with a smile on your dial

**About Us**

BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- BUPA Corporate Plan
- Employee Assistance Program (EAP)
- A ‘zero tolerance’ to Domestic and Family Violence (DFV) with active support for employees experiencing DFV
- Accessible work support through various practices, systems, office adjustments
- Gym, shopping, technology and travel offers
- 5 employee diversity network groups focusing on; First Nations Reconciliation Council, EPIC (LGBTIQA+), Multicultural, Gender and Early Career.

How To Apply

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.