Customer Relations Consultant

The Customer Relations Case Manager is responsible for fair and timely case management of internal customer complaints.

The Customer Relations Case Manager will investigate, conduct root cause analysis, and coordinate and liaise with specialist teams to gather required information to reach a suitable resolution within the required timeframes.

By adhering to BOQ Group’s Complaints Policy and Procedure, the Customer Relations Case Manager will play a pivotal role in ensuring complaints are managed in compliance to RG 271, and customer feedback is captured to support continuous improvement of our products, processes and customer experience.

Your responsibilities will include but not be limited to;

• Provide a high level of customer service skills whilst interacting with our internal and external customers
• Understand, investigate and provide a fair resolution to customer complaints inline with BOQ Group’s internal SLAs and compliance to RG 271
• Prioritise the management of multiple complaints with varying levels of complexity or demand at any one time to meet business, customer and regulatory requirements, while maintaining all records and files of the cases
• Commitment to the team and achieving documented goals and outcomes
• Manage both personal and team workflow in line with SLAs
• Play an active role in providing feedback to teams and leaders to help drive continuous improvement
• Help foster an environment where customer feedback and complaints are encouraged

We're looking for a motivated team player that also possesses the following:

• Experience within the banking sector
• Ability to demonstrate and act with empathy, respect and courtesy
• Exceptional communication skills
• Analytical thinking and good judgement, with demonstrated competence in decision making, dealing with pressured situations and ability to defuse difficult situations
• Previous experience in a sales or customer focused environment highly regarded
• Strong computer literacy and the ability to learn new systems quickly
• A strong customer focus with the ability to make commercial decisions and negotiate fair outcomes
• Demonstrated resilience and capability to self-manage, plan and manage workload

Bank of Queensland 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 the BOQ group.

• Flexible working arrangements
• Discounted financial products
• Salary sacrificing options
• Paid parental leave with no minimum
• Paid volunteer days
• 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

To apply for this role please follow the links or apply via our Careers Page.

The Bank of Queensland 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 the Bank of Queensland, 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.