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Customer Relations Capability and Quality Advisor

4 months 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.