
Customer Advocacy Specialist
1 week ago
As a Customer Advocacy Specialist you will be responsible for the investigation, resolution and response to escalated customer feedback. This includes customer complaints referred to internal dispute resolution and the industry Ombudsman. You are accountable for the analysis and reporting of feedback data to understand continuous improvement and quality assurance opportunities highlighted by customer feedback.
In your role, you have the opportunity to deliver customer insights - now that's important We want to see you grow your career and make your own life rich. Our customers want to escape being treated as a number, and so do you. So set your sights high, make a difference and drive your own development with our team. We want you to be a part of our story.
This position is a full-time permanent position located in the Brisbane head office.
**Your Business**
The Great Southern Bank Customer Advocacy team sits within the broader Customer Experience Team. This division drives transformation across Great Southern Bank to optimise our customers’ journeys. We use insights derived from customer feedback, voice of customer and external research to inform proposition design and execution. Our goal is to ensure that Great Southern Bank provides leading end to end customer experiences.
**Your team**
- Have the customer at the centre of everything we do
- Place high value on customer feedback and are committed to embedding a collaborative feedback culture
- Constantly looking for possibilities to drive customer experience excellence and business/process improvement
- Energised by working with the business to build trusting relationships and influence change
- Technically skilled, savvy and forward thinking
- Committed to embedding our customer feedback culture - customer centric ‘fit for Great Southern Bank’ advice and support services
- Motivated by continuous improvement of service excellence
**Your role**
We have a great appreciation for the importance of our brand and it's connection to our values, so you and your team are highly valued and integral in our success. In your role, you have the opportunity to deliver customer insights - now that's important We want to see you grow your career and make your own life rich. Our customers want to escape being treated as a number, and so do you. So set your sights high, make a difference and drive your own development with our team. We want you to be a part of our story.
**Your responsibilities**
- Leadership and Continuous Improvement: You are accountable for creating a culture of exceptional service, teamwork, commitment to excellence and a professional ethic that enables the achievement of team and organisational objectives. You are accountable for the day-to-day operations of managing customer and Industry Ombudsman escalated complaints and providing information and maintaining a relationship with the case manager of the External Dispute Resolution (EDR) scheme. You are always proactively looking for ways to improve the customer experience, our products and services and the way we deliver on our customer promise.Your key measures of success are: customer and partner satisfaction and engagement, and actionable initiatives.
- Relationship Management: You lead a customer centric culture in all interactions and always have the customer front of mind in your work. Through all of your actions, you work to make real connections and genuinely understand the needs of our business and our customers. You build relationships across the business and engage with stakeholders to understand, align and deliver solutions that meet agreed business requirements.
- Management of Escalated Feedback: Under the umbrella of our Foundations strategic theme, Great Southern Bank aims to deliver a better service experience, knocking-out
areas of customer concerns and transition to customer friendly digital services - you are responsible for uncovering the genuine customer problems/concerns, providing ideas for improvement, enable fact based decisions and give us the chance to retain the customer and their trust. You provide information and assistance and maintain a relationship with the case manager of External Dispute Resolution (EDR) scheme.
- Customer Feedback Analysis and Reporting: You proactively manage customer feedback reporting framework across the business. You analyse customer feedback, in particular complaints to identify trends and systemic issues.
**Your experience**
- 5+ years experience within the Financial Services Industry
- Demonstrated experience successfully managing complaints and complex customer issues, and a commitment to delivering customer experience excellence
**Your qualifications**
- Degree in Business or similar qualification, or experience equivalent
- Strong lending knowledge and experience
- Experience in Business Process Re-engineering related discipline, or similar
- Knowledge of relevant regulatory, industry and compliance obligations
**Your
-
Advisor (Customer Advocacy)
2 weeks ago
Brisbane, Australia Transport and Main Roads Full timeTransport and Main Roads' (TMR) vision of Connected communities in a sustainable, thriving, and inclusive Queensland, is aspirational and describes where we want to get to. We are delivery focused, united by our purpose to make a difference to the lives of Queenslanders. Every day is different and so are our teams. We foster an inclusive workplace culture...
-
Manager (Customer Advocacy)
2 days ago
Brisbane, Australia Transport and Main Roads Full timeTransport and Main Roads' (TMR) vision is to create a single integrated network accessible to everyone. We are delivery focused, united by our purpose to make a difference to the lives of Queenslanders.Every day is different and so are our teams. We foster an inclusive workplace culture and will support you to grow and develop in your career while...
-
Principal Advisor
2 weeks ago
Brisbane, Australia Public Trust Office Full timeHighly Desirable Requirements Relevant tertiary qualifications will be well considered. Key Responsibilities - Provide strategic advice to the Director, Independent Services and the Customer Advocate to manage the assessment of customer advocacy matters, Public Interest Disclosures (PIDs) and reports of potential employee misconduct across the Public...
-
Policy and Advocacy Advisor
2 weeks ago
Brisbane, Australia The Royal Australian and New Zealand College of Psychiatrists Full time**About us** The Royal Australian and New Zealand College of Psychiatrists (RANZCP) is responsible for training, educating and representing psychiatrists in Australia and Aotearoa New Zealand. The College is accredited by the Australian Medical Council (AMC) and the Medical Council of New Zealand (MCNZ) to deliver specialist medical education and training,...
-
Customer Experience Specialist
2 weeks ago
Brisbane, Queensland, Australia Talent Connect Australia Full time $60,000 - $80,000 per yearCustomer Experience SpecialistMilton, Brisbane | Hybrid (2 days office, 3 days WFH)6 month fixed term contract About the OrganisationJoin a leading national not for profit organisation dedicated to improving health outcomes and supporting communities across Australia. This organisation provides vital services, resources, and advocacy, working with...
-
HR Specialist
2 weeks ago
Brisbane, Australia Mansell Taylor Consulting Pty Ltd Full timeA great opportunity has become available to join a growing Not For Profit as a HR Specialist either full-time or part-time and work from home. The Advisor will support members and ensure the members are satisfied with the organisation’s support services. Responsibilities include but are not limited to: - Respond to inquiries, provide guidance on...
-
Home Lending Specialist Gladstone
7 days ago
Brisbane, Australia Commonwealth Bank of Australia Full timeHome Lending Specialist Gladstone - **You are experienced in Lending with a passion for Business Development & Customer Service**: - **We are experts in supporting customers in one of the most important financial decisions they will make**: - **Together we will become the #1 Home Lending team in the area** We are looking for a Home Lending Specialist to...
-
Home Lending Specialist Coolum
7 days ago
Brisbane, Australia Commonwealth Bank of Australia Full timeHome Lending Specialist Coolum - **You are experienced in Lending with a passion for Business Development & Customer Service** - **We are experts in supporting customers in one of the most important financial decisions they will make** - **Together we will become the #1 Home Lending team in the area** **See yourself in our team** Our Home Lending...
-
Social Impact Specialist
2 weeks ago
Brisbane, Australia Australian Retirement Trust Full timeBe part of an inclusive and high-performing team - Enjoy a rewarding career move with opportunities for development - Make a difference with a fund that puts members first **About us** When you work for Australian Retirement Trust, every day is an opportunity to be a force for good in the lives of more than 2 million members. Australian Retirement Trust...
-
Home Lending Specialist Westfield Mt Gravatt
7 days ago
Brisbane, Australia Commonwealth Bank of Australia Full timeHome Lending Specialist Westfield Mt Gravatt. - **You are experienced in Lending with a passion for Business Development & Customer Service** - **We are experts in supporting customers in one of the most important financial decisions they will make** - **Together we will become the #1 Home Lending team in the area** **See yourself in our team** Our Home...