
Customer Complaints Consultant
1 week ago
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.
By submitting an application you agree to Bank Australia's Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.
Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date. If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.
-
Senior Complaints
2 days ago
Mascot, Australia Bank Australia Full time $80,000 - $120,000 per yearPosted: 19/08/2025Closing Date: 16/09/2025Job Type: Permanent - Full TimeLocation: Collingwood or MascotJob Category: Banking and Financial ServicesThrough 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...
-
Director, Customer Advocacy
4 days ago
Mascot, Australia Transport for NSW Full time $120,000 - $180,000 per yearDirector, Customer AdvocacyOrganisation/Entity: Transport For NSWJob category: Senior ExecutiveJob location:Sydney, NSW, AU, 2020Job reference number: 101084Employment type: Fixed Term Full-TimeSalary range: An attractive remuneration package"NSW Motorways Customer Advocate: Ensuring Fair Outcomes for Toll Road Users"Serve as an independent voice for toll...
-
Customer Service Flight Clerk
4 days ago
Mascot, Australia Wymap People Full timeWymap People have an exciting opportunity for experienced Flight Clerks to join their team, working for one of Australia’s largest ground handling companies. Main Accountabilities include but will not be restricted or limited to: - Process documentation at freight acceptance and delivery. - Complete AVI check sheets and process. - Handling of animals and...
-
Customer Care Representative
2 weeks ago
Mascot, Australia Boston Scientific Corporation Full time**Customer Care Representative**: - Remote Eligible: Hybrid- Onsite Location(s): Mascot, NSW, AU**The Role** This role works with the Customer Care Team to achieve Customer Focus objectives relating to: order handling, billing enquiries, complaint handling as well as customer, doctor and patient enquiries. The key focus of this role is to provide both...
-
Customer Care Specialist
4 days ago
Mascot, Australia Boston Scientific Corporation Full time**Customer Care Specialist**: - Remote Eligible: Hybrid- Onsite Location(s): Mascot, NSW, AUCustomer Care Specialist **The Role**: This role works with the Customer Care Team to achieve customer focus objectives to provide both internal and external customers an exceptional level of customer service and support. Arranges allocation of regular transactional...
-
Duty Manager
1 week ago
Mascot, Australia AirAsia X Full time**AirAsia X is seeking a dynamic Duty Manager - Sydney (SYD) to be part of the best airline team in the sky!** **Guest Service Duty Manager shall maintain the highest level of safety, security and service standards for ground operations.** **Main Responsibilities** - The function and responsibilities are to coordinate, supervise, monitor implementation,...
-
Customer Service
4 days ago
Mascot, Australia Kone Full timePermanent role Monday to Friday - Free Onsite undercover Parking and free gym onsite - Career Progression in a global organisation with a strong focus on training, safety, and quality At KONE, we bring buildings to life. Look around and you’ll see KONE in buildings everywhere. Through our technical expertise and digital connectivity, we provide an...
-
Call Centre Customer Experience Agent
1 week ago
Mascot, Australia Winc Full time**Date**:23 Sept 2025 **Location**: Mascot, NSW, AU, 2020 **Company**:Winc Australia **ABOUT US**: Winc is a company that exists to inspire millions of people in Australia with new and better ways to work and learn. From office, school, facilities and safety essentials, services like print and marketing, to demonstrating what more is possible with our...
-
Implementation Consultant
2 days ago
Mascot, Australia ADP Full time**Position Purpose**: Support the Implementation Manager to achieve all departmental KPIs through the successful provision of Consulting and Implementation services to ADP Clients in line with agreed standards and timeframes. **Key Responsibilities**: - Define client requirements, provide gap analysis, document, build and configure the outcome of these...
-
Industrial Relations Consultant
4 days ago
Mascot, Australia Transport For NSW Full time**Industrial Relations Consultant**: - Organisation/Entity: Transport For NSW - Job category: Human Resources & Recruitment - Job location: Sydney, NSW, AU, 2020 - Job reference number: 99442 - Employment type: Permanent Full-Time - Salary range: $133545.0-$149568.0 **If**you’re after impact, there’s no other organisation in Australia that delivers...