Customer Relations Team Leader
vor 21 Stunden
The Customer Relations Team Leader is responsible for the fair, timely and compliant resolution of Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints within Customer Relations at BOQ Group.
They are responsible for the operational day to day running of the team and coaching Case Managers to ensure resolution of complaints within the obligations of RG 271, while partnering with key stakeholders to reduce obstacles in complaint resolution.
This role is responsible for bringing to life the enterprise complaints management process and ensuring compliance against regulatory obligations and complaints are managed within RG 271 and the Australian Financial Complaints Authority (AFCA) rules.
Key to the success of this role is driving and developing the Customer Relations team (and frontline complaint handlers) to ensure consistency of process and service delivery while always putting the customer needs at the heart of what we do.
The key focus of this role is to ensure that the extensive regulatory obligations are met in respect to the operational management of customer complaints.Coach, lead and develop Case Managers, bringing the BOQ Group Values and Purpose to life through the effective and strategic resolution of complaints and identification of risks and compliance breaches.Lead case managers to develop robust and fair responses at all stages of the IDR and AFCA process while complying with RG 271 and AFCA Rules.Drive internal dispute resolution (IDR) compliance with RG 271.Leverage industry expertise to form appropriate strategies to minimise the business risk profile of high complexity/high risk customer complaints.Deliver a high level of employee satisfaction through engaging and inspiring leadership that focuses on partnering approach and delivering on commitments.In this heightened Regulatory environment, ensure compliance to appropriate regulatory guides (RG271) and perform agreed quality assurance activities to demonstrate this.Maintain resources to enable the team to perform their role in complaints management effectively.Actively monitor BOQ Group complaints data to ensure complaints are being captured, recorded and resolved within agreed timeframes.Drive and deliver deeper analysis and insight into EDR customer complaints and dissatisfaction to improve the customer experience and proactively detect emerging issues.Engage with stakeholders on effective EDR complaint management and reporting, inclusive of actionable insights into complaint causal factors and improvement initiatives.Decision making in line with approved non-financial loss/goodwill gesture delegations for self and team, ensuring commercial viability and appropriate sign offs are adhered to.Exemplify the BOQ Group values of Spirited, Optimistic, Curious, Inclusive, Accountable and Lionhearted to contribute to the purpose of Building Social Capital through Banking.Understand and comply with the Code of Conduct and any additional policies and procedures which apply to the role to ensure BOQ Group excels, complies with laws and regulations, and upholds their reputation.About you As the successful candidate for this role, you will be able to demonstrate the following skills and experience:
Minimum 5 years Leadership experience (preferred) in the banking and finance industry.Experience in leading a team that manages EDR customer complaints via an Ombudsman scheme such as AFCA and IDR under RG 271.Extensive knowledge of the banking and finance industry particularly Retail Banking and the related prudential standards and regulatory environment.Ability to build and develop rapport and demonstrate empathy to influence outcomes and perceptions.Ability to strategize and negotiate outcomes including financial settlements and terms of agreement.Ability to interpret, understand and practically apply legislation, regulation and product terms and conditions.Well-developed critical thinking capability including the ability to review data, draw insight and deliver appropriate analysis.Advanced negotiation, presentation, written 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.Highly developed planning, organisation and time management skills.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.
Flexible working arrangementsDiscounted financial productsSalary sacrificing optionsPaid parental leave with no minimumPurchase annual leaveDiscounted private health insurance planEmployee Assistance Program (EAP)Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibilityBOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality IndexHow to Apply To apply for this role at #boqgroup #retailbanking, 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.
#J-18808-Ljbffr
-
Customer Relations Team Leader
Vor 7 Tagen
Melbourne, Österreich Buscojobs VollzeitAbout the Role The Customer Relations Team Leader is responsible for the fair, timely and compliant resolution of Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints within Customer Relations at BOQ Group.They are responsible for the operational day-to-day running of the team and coaching Case Managers to ensure resolution of...
-
Team Leader
vor 1 Woche
Melbourne, Österreich Buscojobs VollzeitThis is an exciting opportunity for an experienced team leader to take on a role in Legal Aid Queensland's Information and Advice Services (IAS).As a Team Leader in a high volume, inbound contact centre, you will be responsible for overseeing the performance of Client Information Officers (CIOs) in your team who work both in the contact centre and Brisbane...
-
Workplace Relations Lead
vor 2 Monaten
Melbourne, Österreich The Salvation Army VollzeitIndustrial & Employee Relations (Human Resources & Recruitment) We are seeking a Workplace Relations Lead to play a critical role in shaping and delivering best practice Workplace Relations strategies across the organisation with a strong focus on compliance and regulation, industrial relations, employee engagement, and dispute resolution.About the Role...
-
Workplace Relations Lead
vor 2 Monaten
Melbourne, Österreich The Salvation Army VollzeitIndustrial & Employee Relations (Human Resources & Recruitment)We are seeking a Workplace Relations Lead to play a critical role in shaping and delivering best practice Workplace Relations strategies across the organisation with a strong focus on compliance and regulation, industrial relations, employee engagement, and dispute resolution.About the...
-
Senior Workplace Relations Lead
vor 21 Stunden
Melbourne, Österreich Public Sector People VollzeitAdd expected salary to your profile for insightsAbout us:Merri-Bek, located just a short distance from Melbourne's vibrant CBD, is a dynamic and diverse community dedicated to sustainability, inclusivity, and innovation.Our city thrives on a blend of cultures and ideas, creating a welcoming environment for residents and visitors alike.At Merri-Bek, we are...
-
Workplace Relations Lead
Vor 7 Tagen
Melbourne, Österreich Australian Unity VollzeitWorkplace Relations Lead - Strategic PartneringIndustrial & Employee Relations (Human Resources & Recruitment)Full timeJoin us and let's make a bigger difference together. Established in 1840, we're Australia's first member-owned wellbeing company.Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000...
-
Customer Service Team Leader
vor 1 Monat
Melbourne, Österreich Charterhouse Recruitment (Australia) Vollzeit2-month Customer Service Team Leader opportunity to work for a large council in the north-west suburbs.Previous Team Leader experience within a Contact Centre essential.Represent a Local Government authority providing excellent service to members of the community.2-month temporary opportunity | Full time hours.The Customer Service Team Leader will play a key...
-
Workplace Relations Lead
vor 4 Wochen
Melbourne, Österreich Australian Unity VollzeitJoin us and let's make a bigger difference together. Established in 1840, we're Australia's first member-owned wellbeing company.Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians.We employ over 7000 people and our purpose is to Help People to Thrive.It's an exciting time to be joining...
-
Customer Relations Manager
vor 1 Monat
Melbourne, Österreich Taipan VollzeitDemand for our products and services means we currently have an opening for a Customer Relations Manager based out of our Melbourne branch travelling and working with customers throughout Western Victoria and Southern NSW.If you like the thought of working within our Customer Service Team and have experience in the hydraulics industry, then this is the...
-
Customer Support Team Lead
vor 1 Woche
Melbourne, Österreich Buscojobs VollzeitJoin our dynamic team and play a crucial role in showcasing and supporting our cutting-edge technology.Be part of a high-performing team at the forefront of technological innovation.How you'll contribute Emesent is seeking an experienced Customer Support Team Lead to oversee our customer support operations guiding a high performing team dedicated to...
-
Customer Solutions Team Leader
vor 1 Woche
Melbourne, Österreich Buscojobs VollzeitCompany : Ampol People leadership role making an impactful difference and powering excellent customer serviceWork with a passionate, collaborative and diverse teamAbout Ampol : Ampol has been proudly fuelling Australia since 1900, from humble beginnings, through 120 years of growth and change.We are the operational heart of the business, responsible for the...
-
Payroll Team Leader
vor 2 Wochen
Melbourne, Österreich Team Global Express VollzeitLocation: Head Office - Melbourne, VICTerm: 18-Months Fixed-Term ContractThe Payroll Team Leader is accountable for assisting the National Payroll Manager in all aspects of the national payroll function, leading a team of up to nine to deliver a high-quality payroll service that ensures accuracy, compliance, and timeliness for over 8,000 employees. This...
-
Payroll Team Leader
vor 2 Wochen
Melbourne, Österreich Team Global Express VollzeitLocation: Head Office - Melbourne, VICTerm: 18-Months Fixed-Term ContractThe Payroll Team Leader is accountable for assisting the National Payroll Manager in all aspects of the national payroll function, leading a team of up to nine to deliver a high-quality payroll service that ensures accuracy, compliance, and timeliness for over 8,000 employees.This...
-
Employee Relations Lead Apac
vor 2 Wochen
Melbourne, Österreich Hilton Foods VollzeitAdd expected salary to your profile for insightsReady to help grow and shape the future of Hilton Foods Asia Pacific?For the love of food, we're seeking a passionate HR professional who thrives on creating meaningful change and excels in the rewarding challenges that Employee Relations brings.This newly created role will join our dynamic Asia Pacific People...
-
Customer Success Team Lead
vor 1 Woche
Melbourne, Österreich Buscojobs VollzeitDescriptionYour New Chapter Are you passionate about delivering exceptional customer experiences?Do you want to lead a team that shapes the future of pet care?Best for Pet, Australia's leading pet health and wellness membership program and a proud part of VetPartners, is experiencing rapid growth.We're excited to offer an opportunity for a Customer Success...
-
Customer Service Team Leader
Vor 7 Tagen
Melbourne, Österreich Buscojobs VollzeitAre you a dynamic and driven individual with a passion for customer service and leadership?Join our team at BDSS and take on the role of Customer Service Team Leader, focusing on our Business Desking & Seating Systems division.As a leader in this sector, you will drive sales, ensure exceptional customer service, and lead a dedicated team.If you're ready to...
-
Customer Support Team Lead
vor 1 Monat
Melbourne, Österreich Xplor VollzeitAt Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love.With Xplor Pay, we help...
-
Customer Support Team Lead
vor 1 Monat
Melbourne, Österreich Xplor VollzeitAt Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help...
-
Customer Support Team Lead
vor 3 Wochen
Melbourne, Österreich Solera VollzeitTechnical Support Lead (P3 or P4), Melbourne, AustraliaWho We AreSolera is a global leader in risk and asset management data and software solutions, empowering companies across the automotive and insurance ecosystem with trusted solutions that adhere to the highest standards of data privacy, security, and integrity to support connectivity across the vehicle...
-
Manager, Workplace Relations
vor 3 Wochen
Melbourne, Österreich Greater Western Water VollzeitManager, Workplace Relations & GovernanceGWW is a Victorian government-owned water corporation that provides an essential service to some of the fastest-growing communities in Australia, stretching from Melbourne's CBD to Lancefield in the north and Bacchus Marsh in the west.Click here to learn more.We embrace flexibility and connection with a balance of...
