Customer Relations Manager - Sydney, Australia - Commonwealth Bank

Commonwealth Bank

Verified Company

Sydney, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Permanent & 12 month secondment contracts available- These roles sit in the Internal Dispute Resolution (IDR) Privacy & Banking Team

Do work that matters

As a Customer Relations Manager, your role will ensure an outstanding customer resolution experience throughout the investigation and resolution of a complaint.

You will proactively drive business improvement and protect the Group from emerging issues by leveraging proprietary insights, effective processes and building key relationships with stakeholders.

The role contributes to ongoing discussion regarding change management, performance improvement and accomplishing CBA Group objectives.

See yourself in our team

Group Customer Relations (GCR) oversees complaint handling for the Commonwealth Bank Group and is the centre of excellence for managing customer feedback.

We're here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex.

You will be joining a positive, enthusiastic and customer oriented team with a strong sense of purpose and drive to enhance the financial wellbeing of our customers and communities.

Key responsibilities of the role include:

Efficient investigation and resolution of both internal complaints and complaints from external agencies.
Developing networks and relationships with colleagues to solve problems, escalate customer issues of contention and influence outcomes.
Contribution to continuous improvement ideas and processes to refine the customer experience
Engaging and providing feedback to key stakeholders within the Group on opportunities for process and product improvements
Understanding community expectations and having a risk-conscious mindset when investigating the issues raised.
Negotiating with customers and/or their advocates and internal staff to achieve timely and fair resolutions.
Total commitment to an outstanding customer contact experience.

We're interested in hearing from people who have:

A strong customer focus, with demonstrated experience in a customer facing role
Exceptional negotiation skills
Excellent communication skills, both verbal and written
A commitment to do what's fair and ethical
Strong time management skills, with the ability to prioritise effectively
An understanding of Privacy functions under the Privacy Act 1988 is desirable-
Experience in major dispute resolution and complex complaint management is highly regarded.
An eagerness to think outside the box
both in terms of solutions to complex complaints and process improvement.
Resiliency as the ability to bounce back from challenging interactions and manage through complexity and uncertainty is necessary to be successful in the role.-Sidekick
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Advertising End Date: 27/01/2023