Customer Complaints Consultant

Posted: 22/09/2025

Closing Date: 20/10/2025

Job Type: Permanent - Full Time

Location: Mascot

Job Category: Banking and Financial Services

Through the merger of Bank Australia and Qudos Bank we’re creating a better, stronger and more resilient bank for our customers and employees. As one company with two trusted brands, we’re building on the strong foundations of our history and shared values as we bring together the best of both banks.

As a Customer Complaints Consultant within the Resolution team, you’ll support the bank’s customer complaints process as part of the second line risk function. Working closely with the Customer Advocate and first line teams, you’ll help ensure customers experience a fair, simple and timely resolution process. You’ll also contribute to identifying opportunities to improve products, processes and systems—ensuring the bank continues to listen and respond to customer needs.

**Why join us**
- We have big plans to become Australia’s leading purpose-driven bank.
- As a certified B Corp, we’re part of a global business community who meet the highest social and environmental standards, balancing profit and purpose.
- Every role and person in our bank is essential to bringing our values, purpose and aspiration to life.
- We offer flexible working options, competitive salary and 13% super.
- Our staff have access to a range of meaningful benefits to support their physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and discounted gym memberships.
- We also support staff with study assistance, paid parental leave (regardless of gender), volunteer, bereavement, gender affirmation and family violence leave; and the opportunity for bonus annual leave.
- We support our staff to grow their careers through learning and development and an organisational culture where we reward and recognise innovation and values, not long hours.
- We are committed to building an inclusive culture and a diverse workforce that reflects the Australian community.
- We care for a conservation reserve - where we work with key partner organisations to protect threatened species and involve staff in conservation.

**What you will be doing**
- Providing day to day support to the business for the bank’s customer complaints process, including:

- Ensuring complaints and correspondence are accurately captured
- Ensuring timeframes for complaints are met
- Allocating and escalating complaints where required
- Providing advice and support to the business and assisting the development of high quality responses to customer complaints
- Sourcing and providing all required information, evidence and documentation for escalated complaints within timeframes
- Assisting in building a culture that embraces complaints as an opportunity to continually improve services and products
- Ongoing maintenance of the complaints management system to support the effective management of all complaints received
- Identifying and reporting any systemic issues impacting customers and/or risk matters and completing process and root cause analysis as required
- Ongoing maintenance of key complaint documentation, including procedures, processes, letter templates, quality assurance framework, and training material to ensure currency and accuracy
- Supporting education and training programs in relation to the effective handling of complaints to inform and educate the business

**What you will bring**
- Strong problem-solving skills and attention to detail
- Advanced Microsoft Word and Excel skills
- Excellent interpersonal and communication skills, both written and verbal
- Empathy, active listening, and sound judgment
- Proactive, pragmatic and able to implement actions in a timely manner
- Strong prioritisation, organisational and time management skills
- Resilient, resourceful and adaptable, with a commitment to continuous improvement
- Experience in complaint management, customer service or customer relations, preferably within banking or financial services
- Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.