• Job Description

  Req#: REQ203066

  Are you looking for a role with purpose? Determined to make a difference? Are you a champion of fairness and care?

  See yourself in our team

  Group Customer Relations (GCR) is a centre of excellence for complaint resolution, delivering fair and timely outcomes for our customers. We oversee complaint handling for the Group and manage escalated and complex complaints. We influence change to deliver a better experience for our customers and provide meaningful insights to better identify , manage and prevent complaints.

  GCR resolves simple through to complex complaints related to CBAs product suite including home, personal and business lending, financial advice, and banking products, in addition to service related complaints, scams , financial hardship and complaints requiring extra care .

  You will be joining a positive, diverse, qualif i ed and customer-obsessed team with a strong sense of purpose to deliver fair and timely outcomes , and extra care when it’s needed, for the customers that we serve. We are committed to career development and helping our people be and do their best to deliver the best dispute resolution experience. A key feature of development in GCR is an industry certification as a SOCAP Australia Complaints Professional and a career pathway to specialise and/or into leadership.

  We work flexibly and hybrid. The team currently works two days per week in the office .

  We are looking for passionate and dedicated people to join our teams based i n Sydney and Melbourne

  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, make things right for our customers and protect the Group from emerging issues by leveraging insights, processes and building key relationships with stakeholders.

  Your responsibilities include:

  • Efficient investigation and resolution of complaints to industry best practice.

  • Commitment to delivering an outstanding customer contact experience.

  • Negotiating with customers and/or their advocates and internal staff to achieve timely and fair resolutions.

  • Influence key stakeholders within the Group to enact process and product continuous improvements to refine and improve the customer experience for the future

  • Develop networks and relationships with colleagues to solve problems, escalate customer issues and influence outcomes.

  • Liaise with external dispute resolution businesses such as AFCA and OAIC

  About You

  We are looking for:

  • Proven experience in dispute resolution, investigation, negotiation and facilitation in a customer focused environment.

  • Excellent communication skills, both verbal and written.

  • Outstanding customer focus with strong stakeholder management skills and experience in effectively engaging and negotiating all levels of management.

  • Strong time management and organisational skills including the ability to manage competing priorities in a high volume, fast paced environment.

  • Someone who demonstrates resilience and tenacity .

  • Financial services background desirable .

  If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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  Advertising End Date: 26/01/2024

• About the company

  The Commonwealth Bank of Australia, or CommBank, is an Australian multinational bank with businesses across New Zealand, Asia, the United States and the United Kingdom.

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