Customer Relations Capability and Quality Advisor

1 month ago

Brisbane, Australia BOQ Full time

About the Role

This role is a 24 month max term contract.

Reporting to the Head of Customer Relations, the purpose of this position is to build capability and mitigate risk across BOQ Group by ensuring quality management of internal and external dispute resolution (IDR and EDR) managed by the Customer Relations team. This role will support all BOQ Group brands including Bank of Queensland, ME and Virgin Money Australia.

Quality assurance is a key risk control in the management of our customer complaints. Accordingly, the key focus of this role is to help drive a culture of quality, compliance, people capability and consistent customer experience via performance of regular quality assurance assessments and providing coaching to team members.

You will also take appropriate action to address gaps in knowledge and/or capability where required including the development of templates, standard wording, training etc.

About you

We are looking for a talented individual who can coach and develop IDR and EDR Customer Relations Consultants to thrive, bringing the BOQ Group values and core purpose to life through the effective resolution of complaints and breaches.

You will need to have a deep understanding of the regulatory environment specific to the management of complaints within the financial service industry, in particular RG 271, BCOP and AFCA rules.

About Us

BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.

Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

BOQ Group’s inclusive 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.

Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

Our Perks

• Flexible working arrangements
• Discounted financial products
• Salary sacrificing options
• Paid parental leave with no minimum
• Purchase annual leave
• Discounted private health insurance plan
• Employee Assistance Program (EAP)
• Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility
• BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

How to Apply

To apply for this role at #boqgroup, follow the links or apply via our Careers Page.

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.

If you are successful for a role with BOQ Group, 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.

Please no agency applications.

  • Customer Relations Capability and Quality Advisor

    2 weeks ago

    Brisbane, Australia Bank of Queensland Full time

    **About the Role** Reporting to the Head of Customer Relations, the purpose of this position is to build capability and mitigate risk across BOQ Group by ensuring quality management of internal and external dispute resolution (IDR and EDR) managed by the Customer Relations team. This role will support all BOQ Group brands including Bank of Queensland, ME and...

  • Customer Relations Capability and Quality Advisor

    2 weeks ago

    Brisbane, Queensland, Australia Bank of Queensland Full time

    About the RoleReporting to the Head of Customer Relations, the purpose of this position is to build capability and mitigate risk across BOQ Group by ensuring quality management of internal and external dispute resolution (IDR and EDR) managed by the Customer Relations team. This role will support all BOQ Group brands including Bank of Queensland, ME and...

  • Customer Relations Capability and Quality Advisor

    2 weeks ago

    Brisbane, Australia Bank of Queensland Full time

    **About the Role** Reporting to the Head of Customer Relations, the purpose of this position is to build capability and mitigate risk across BOQ Group by ensuring quality management of internal and external dispute resolution (IDR and EDR) managed by the Customer Relations team. This role will support all BOQ Group brands including Bank of Queensland, ME and...

  • Customer Relations Capability and Quality Advisor

    2 weeks ago

    Brisbane, Queensland, Australia BOQ Full time

    About the RoleThis position is available for a 24-month maximum term contract under the supervision of the Head of Customer Relations. The main goal of this role is to enhance capacity and reduce risks within the BOQ Group by ensuring the efficient management of internal and external dispute resolution (IDR and EDR) handled by the Customer Relations team,...

  • Advisor (Capability)

    2 weeks ago

    Brisbane, Australia Transport and Main Roads Full time

    We are actively recruiting for an Advisor (Capability) with the following: **Experience**: - Proven knowledge and experience in capability practices and learning and development. Facilitation in virtual, face-to-face and hybrid learning environments. Ability to work collaboratively and effectively with Subject Matter Experts. Ability to quickly acquire...

  • Advisor (Capability)

    2 weeks ago

    Brisbane, Queensland, Australia Transport and Main Roads Full time

    We are actively recruiting for an Advisor (Capability) with the following:Experience:Proven knowledge and experience in capability practices and learning and development. Facilitation in virtual, face-to-face and hybrid learning environments. Ability to work collaboratively and effectively with Subject Matter Experts. Ability to quickly acquire knowledge of...

  • Employee Relations Advisor

    3 weeks ago

    Brisbane, Australia u&u Recruitment Partners Full time

    About the organisation This service-based organisation is currently experiencing a period of on-going success, stability, and growth. They are an organisation that doesn't just embrace innovation and collaboration, they actively practice it. Due to recent transformation, they are now looking at onboarding an ER Advisor to join the team on a 12-month...

  • Principal Advisor

    3 weeks ago

    Brisbane, Australia Transport and Main Roads Full time

    The Transport Network Security and Resilience (TNSR) Branch has a state-wide focus on the coordination of TMR's emergency management and transport security framework. TNSR has three major components: Office of the Chief, Emergency Risk and Resilience and Transport Security. The Transport Security (TS) program includes leading TMR's Protective Security...

  • Quality Administrator

    3 weeks ago

    Brisbane, Australia TAFE Queensland Full time

    About TAFE Queensland TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training provider in the State. For more than 140 years, TAFE Queensland has delivered practical and industry-relevant training to provide students with the skills and experience they need to build lifelong careers. TAFE Queensland been named the...

  • Principal Advisor, Strategy and Capability

    3 weeks ago

    Brisbane, Australia Communities, Housing and Digital Economy Full time

    As the Principal Advisor, you will lead the capability function within the supportive and engaged Strategy and Capability team in Human Resources. You have an opportunity to deliver high-impact learning and development solutions that foster a constructive organisational culture to enable our people to deliver vital services for Queenslanders and other...

  • People & Capability Advisor

    2 months ago

    Brisbane, Australia Ventia Pty Limited Full time

    **People & Capability Advisor**: - Date: 20 Nov 2023- Location: Brisbane, QLD, AU, 4000- Company: Ventia- You will be joining one of Australia and New Zealand’s largest essential service providers. - Permanent, Part time (3 business days per week) - Split your time from office (West End, Brisbane) and work from home Genuine opportunity for career growth...

  • Principal Advisor, Strategy and Capability

    2 weeks ago

    Brisbane, Queensland, Australia Communities, Housing and Digital Economy Full time

    As the Principal Advisor, you will lead the capability function within the supportive and engaged Strategy and Capability team in Human Resources. You have an opportunity to deliver high-impact learning and development solutions that foster a constructive organisational culture to enable our people to deliver vital services for Queenslanders and other...

  • Government and Stakeholder Relations Advisor

    3 weeks ago

    Brisbane, Australia Transport and Main Roads Full time

    In the role of Government and Stakeholder Relations Advisor your accountabilities will include: - Prepare and coordinate a range of executive and ministerial correspondence to meet a high standard of quality, accuracy, relevance, appropriateness and timeliness, in line with whole-of-Government and departmental requirements. - Identifying, examining and...

  • Government and Stakeholder Relations Advisor

    2 weeks ago

    Brisbane, Queensland, Australia Transport and Main Roads Full time

    In the role of Government and Stakeholder Relations Advisor your accountabilities will include:Prepare and coordinate a range of executive and ministerial correspondence to meet a high standard of quality, accuracy, relevance, appropriateness and timeliness, in line with whole-of-Government and departmental requirements. Identifying, examining and analysing...

  • Advisor (HR & Capability)

    4 weeks ago

    Brisbane, Australia Transport and Main Roads Full time

    **Accountabilities include**: - Interpret, research, analyse, and advise on complex and/or sensitive workplace HR issues. - Coordination of workforce programs and projects in collaboration with relevant stakeholders on a range of HR & Capability activities.Using project management methodology, conduct research and contribute to the identification,...

  • Advisor - Workplace Relations

    3 weeks ago

    Brisbane, Australia Regional Development, Manufacturing and Water Full time

    The Department of Regional Development, Manufacturing and Water (DRDMW) drives growth for Queensland by managing sustainable water resources, leading innovation in manufacturing and developing our regions. From our offices in Brisbane and a network of regional offices and manufacturing hubs, more than 700 DRDMW staff work to create a Queensland where...

  • Industrial Relations Advisor

    4 weeks ago

    Brisbane, Australia Public Sector People Full time

    Government role in an exceptional HR team - Flexible working arrangements with option to be fully remote - Full time permanent position with an RDO Are you an Industrial Relations Advisor seeking your next career move? Or perhaps you're enticed by the prospect of a serene coastal lifestyle? Your search ends here because this is the role for you! **About...

  • Graduate People

    3 months ago

    Brisbane, Australia Diona Full time

    **Join us. Realise your best career, here.** We are seeking a Human Resources Graduate to join our People & Capability team, who will be responsible for ensuring the smooth onboarding of all new starters across our business. This role will also provide first-level guidance to managers and staff on Human Resources policies, processes, and systems as well as...

  • Advisor (HR & Capability)

    2 weeks ago

    Brisbane, Queensland, Australia Transport and Main Roads Full time

    Accountabilities include: Interpret, research, analyse, and advise on complex and/or sensitive workplace HR issues. Coordination of workforce programs and projects in collaboration with relevant stakeholders on a range of HR & Capability activities.Using project management methodology, conduct research and contribute to the identification, development,...

  • Principal Advisor Research Strategy

    2 weeks ago

    Brisbane, Queensland, Australia Office of Industrial Relations Full time

    The Principal Advisor will assist the Manager - Regulatory Research and Assurance Strategies by leading implementation OIR's research program and using research processes and outcomes to shape advice to our executive to inform the current and future regulatory direction of OIR's four Regulators: Workplace Health and Safety Queensland, Electrical Safety...