Capability Partner Customer Complaints

4 weeks ago

Brisbane, Australia BOQ Full time

About the Role

For the Group to deliver on its purpose, values and strategic priorities, it's critical that customer focused teams are supported continually develop the knowledge, skills and behaviours required to execute on our regulatory responsibilities and customer expectations when it comes to complaints management.

The Customer Complaints Capability Partner defines and executes the capability strategy for complaints management across the enterprise through building, curating, delivering and continually refining the capability initiatives that uplift risk, customer and complaints performance outcomes for general and specialist teams. Initiatives include mandatory training and onboarding, upskilling programs, customer engagement and transformational change initiatives across frontline teams and Customer Relations.

  • Collaborate with the Head of Customer Relations and channel leaders to scope and prioritise the capabilities (risk, technical, customer and leadership) required in each role to deliver on the complaints management requirement
  • Consult, scope, design, build and deliver training initiatives to support major and minor change releases related to complaints.
  • Effectively consult with cross-functional SMEs to scope, design and build skills matrices, SOPs and conversation guides and integrate these into onboarding and upskilling programs
  • Create detailed content briefs and storyboards and use these to brief the Instructional Designer, and/or build learning content including but not limited to instructor led training, facilitation guides, leader-led training, user guides, SOPs, playbooks, infographics, SupportPoint pages, e-learning
  • Manage, govern and uplift role-specific training pathways for Customer Relations professionals.
  • Create and deliver training programs to specialists in Customer Relations including topic specific content and soft skills.
  • Analyse current performance, incident reporting and QA reporting to recommend and implement initiatives to reduce complaints management errors across the enterprise

About you

As the successful candidate for this role, you will be able to demonstrate the following skills and experience:

  • Extensive understanding of the Financial Services industry, in particular Retail and Business Banking products and services, including lending (Essential)
  • Understanding of complaints management in the Financial Services industry including best practice approaches to raising awareness and skill in the management of complaints (Desired)
  • Experience with and/or understanding of RG 271, BCOP and Australian Financial Complaints Authority (AFCA) (Strongly desired)
  • Demonstrated experience in translation of core banking regulatory obligations in an operational context (Essential)
  • Demonstrated understanding of training needs analysis, methodologies and moments of learning needs with the ability to choose the most effective learning/performance solutions
  • Demonstrated systems thinking capabilities with the ability to distinguish training needs from other needs (process improvement, system design, communication, change management)
  • Demonstrated experience in governance practices
  • Strong commercial acumen

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.

  • Capability Partner

    6 days ago

    Brisbane, Australia Bank of Queensland Full time

    **About the Role** Reporting into our fabulous Head of Enterprise Capability, this brand-spanking new role will play a large part towards executing on our enterprise capability strategy. As our Capability Partner - Enterprise you’ll scope, design, curate and continuously improve learning programmes, campaigns and performance support tools that build the...

  • Manager Privacy and Complaints

    4 weeks ago

    Brisbane, Australia Public Trust Office Full time

    As Manager, Privacy and Complaints you will manage a team responsible for the privacy and complaints management functions for the Public Trustee. You will be valued for your experience in realising strategic and operational objectives and project managing the future business of the Public Trustee. Mandatory requirements - Relevant tertiary qualifications...

  • Learning & Development Capability Partner

    4 weeks ago

    Brisbane, Australia Chandler Macleod Full time

    **Location** *** - Brisbane, Queensland**Category** *** - Human Resources**Salary** - $ AUD - $ AUD Hourly**Posted** - 30-Oct-2023**Work type** - Casual/Temp**Contact** - Sarah Weekly**Reference** - BH-151603-1**About the company**: Government department tasked with making life easier, accessible, and equitable for thousands of individuals and families...

  • Ao5 Appeals and Complaints Officer

    4 weeks ago

    Brisbane, Australia Public Sector People Full time

    Public Sector People is recruiting an experienced Appeals and Complaints Officer on behalf of a state government department. This role involves coordinating complex inquiries, complaints, and appeals under the Recovery and Resilience Framework (RHF). This is a 3-month contract position with potential for extension. **Key Responsibilities**: - Coordinating...

  • Capability Specialist

    6 days ago

    Brisbane, Australia TROOCOO Pty Ltd Full time

    Embed the company's capability framework, ensuring organisational alignment. - Coach, lead and drive people and capability initiatives. - Work to achieve operational and strategic business goals through capability. **About The Organisation** Troocoo is proud to be partnering with a leading essential services provider in Queensland. Operating twenty-four...

  • Aps 5 Level Complaints Officer

    4 weeks ago

    Brisbane, Australia HOBAN Recruitment Full time

    Hoban Recruitment are current sourcing an experienced Complaints Officer for our client, who is a federal government agency. - Located in Chermside, Brisbane QLD - 12 month casual assignment, possibility of an extension, pending business requirements The Internal Reviews and Complaints Branch is the central point of coordination for the Agency's handling...

  • Appeals and Complaints Officer, Resilient Homes Fund

    4 weeks ago

    Brisbane, Australia Energy and Public Works Full time

    The Appeals and Complaints Officer coordinates the end to end process for complex enquires, complaints and appeals under the RHF. The role monitors, reports on and responds to complex enquires, complaints and appeals for the RHF under the DEPW Complaints Management framework. The role provides advice to the PMO and executive on the RHF Complaints and Appeals...

  • Capability Specialist Siam

    7 days ago

    Brisbane, Australia Suncorp Group Full time

    **Full-time permanent role available in Brisbane** We’re never just satisfied with how things are - because we know how things could be. And it’s our expert Technology team who forge ahead every day to make those ‘what ifs’ a reality. Welcome to a place where you can chase real progress and drive real change. And that includes your own career....

  • Head of Customer Service

    4 weeks ago

    Brisbane, Australia Cover-More Full time

    **Description**: Are you ready to grow your career in Insurance? Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller’s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as...

  • Cultural Capability Officer

    4 weeks ago

    Brisbane, Australia Queensland Health Full time

    Under Section s25 of the Anti-Discrimination Act -1991, there is a genuine occupational requirement for the incumbent to be Indigenous to the Aboriginal or Torres Strait Islander Community. About Us Children's Health Queensland is a specialist statewide hospital and health service dedicated to caring for children and young people from across Queensland and...

  • Capability Specialist SIAM

    2 weeks ago

    Brisbane, Australia Suncorp Group Full time

    Full-time permanent role available in Brisbane OR Sydney We’re never just satisfied with how things are – because we know how things could be. And it’s our expert Technology team who forge ahead every day to make those ‘what ifs’ a reality. Welcome to a place where you can chase real progress and drive real change. And that includes your own...

  • Customer Service Assistant, Home Lifecare

    4 weeks ago

    Brisbane, Australia Allianz Partners Full time

    **Location: Brisbane, Australia** Rotational Roster shifts between 8am till 7PM, and 7am till 7pm during day light saving times. Work from home arrangements upon successful onboarding probation period **What you do**: Delivery of exceptional service to all customers through the effective management of inbound and outbound telephone calls. Customer...

  • Performance, Leadership and Capability Consultant

    4 weeks ago

    Brisbane, Australia Queensland University of Technology Full time

    $106,563 to $120,783 - Fixed-term, full-time - Kelvin Grove (hybrid option available) **Who are we looking for?** We are seeking a Performance, Leadership and Capability Consultant to join Human Resources, Administrative Division. In the position of Performance, Leadership and Capability Consultant, your expertise is in designing and delivering bespoke...

  • Customer Service Officer

    7 days ago

    Brisbane, Australia Chandler Macleod Full time

    **Location*** - Brisbane, Queensland - **Category*** - Call Centre - **Salary** - $ AUD - $ AUD Hourly - **Posted** - 11-Apr-2024 - **Work type** - Casual/Temp - **Contact** - Joy Delos Reyes - **Reference** - BH-159550 - **About the company**: Government department tasked with making life easier, accessible, and equitable for thousands of individuals and...

  • Partner Services Manager

    4 weeks ago

    Brisbane, Australia Palo Alto Networks Full time

    **Company Description** At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish - but we’re not here for easy. We’re here for...

  • Advert Customer Service Administrator

    3 weeks ago

    Brisbane, Queensland, Australia Randstad Australia Full time

    Randstad is the trusted talent partner for many well known companies in the FMCG, Logistics and Manufacturing industries. We have numerous new opportunities consistently for candidates with matching or similar relevant experience in Supply Chain based Customer Service and Administration. To be connected directly with hiring managers and decision makers for...

  • Customer Service Specialist

    7 days ago

    Brisbane, Australia Asahi Beverages Full time

    **Your Impact** Bring your passion for providing high quality customer service and help shape the way that we are presented in the market. This role will allow you to utilise your existing skillset and to build your capabilities within our Supply Chain function. **The opportunity**: Working with both internal and external stakeholders this role will drive...

  • Executive Manager

    4 weeks ago

    Brisbane, Australia Queensland Fire and Emergency Services Full time

    About us As a department our purpose is to help the community to prevent, prepare for, respond to and recover from the impact of fire and emergency events. Queensland Fire and Emergency Services (QFES) is the primary provider of fire, rescue and emergency management programs and services throughout Queensland. The department encompasses the Fire and Rescue...

  • Customer Support Consultant

    2 weeks ago

    Brisbane, Australia TSA Group Full time

    Company Description At TSA Group, we’ve been providing customer experience solutions to some of Australia’s biggest brands for 25 years, managing their contact centre operations. TSA have partnered with Telstra for over 25 years, they are an iconic Australian brand with a global footprint. Telstra are all about providing the best experience and...

  • Customer Support Consultant

    4 weeks ago

    Brisbane, Australia TSA Group Full time

    Company Description At TSA Group, we’ve been providing customer experience solutions to some of Australia’s biggest brands for 25 years, managing their contact centre operations. TSA have partnered with Telstra for over 25 years, they are an iconic Australian brand with a global footprint. Telstra are all about providing the best experience and...