Customer Relations Team Leader

**About the Role**
As the Customer Relations Team Leader you will be leading a small team of complaints professionals who are responsible for investigating and resolving complex customer complaints. The role is responsible for bringing to life the complaints management process, as well as ensuring execution against regulatory guidelines. Imperative to the role is the ability to report on complaint trends, identify root cause, and provide recommendations for operational and procedural improvements that improve customer satisfaction and reduce complaint volumes.

**About you**
We are looking for someone with superior interpersonal skills who is passionate about delivering outstanding customer service, and brings a continuous improvement mindset to their work.

In addition you will need:

- Sound knowledge of the banking and finance industry and the related prudential standards and regulatory environment
- Strong leadership skills
- Ability to build and develop rapport and demonstrate empathy to influence outcomes and perceptions
- Ability to negotiate outcomes including financial settlements and terms of agreement
- Well-developed critical thinking capability including the ability to review data, draw insight and deliver appropriate analysis
- Advanced report writing, negotiation, presentation and verbal communication skills
- Demonstrated ability to identify opportunities for improvement and to influence change as a result
- Demonstrated ability to help support required behavioural and cultural change

**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**
- 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.

Job Reference: BOQ01232