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SalaryAbout the Role:
Are you a dynamic leader with a passion for cultivating high-performance teams? Do you thrive in an environment where excellence is not just encouraged, but expected? If so, we have the perfect opportunity for you!
We are currently seeking a talented individual to join our team as a Resolutions Team Leader. In this role, you will be responsible for providing leadership and management to our Resolutions team, ensuring they deliver best-in-class service while adhering to all legislative requirements.
Your Team:
The Resolutions team is responsible for efficiently and transparently managing and resolving all escalated member complaints internally, in accordance with regulatory, legislative, and business requirements. This involves overseeing the entire process of internal dispute resolution (IDR), ensuring that complaints are addressed promptly and effectively within the organization's framework.
Role And Responsibilities:
- Induct, train, and develop a high-performance team.
- Create a positive working environment that reflects our business values and ethos of exceptional customer service.
- Provide leadership and direction to the team as a subject matter expert.
- Communicate frequently with the team to ensure cohesion and clarity.
- Manage, monitor, and report on team performance.
- Provide timely feedback, guidance, mentoring, and training to help individuals reach their goals.
- Review team performance regularly against KPIs/targets.
- Identify and address training needs within the team.
- Ensure adherence to policy, compliance, and legal requirements.
- Facilitate performance management and undertake necessary disciplinary actions.
- Foster a collaborative team culture that drives continuous improvement.
- Motivate and inspire the team to surpass their potential.
- Facilitate cross-functional communication within the team.
What will make you successful in the role?
- Experience in financial assistance/hardship, collections or complaints is highly desired.
- Passionate about providing a gold standard service to our customers and stakeholders.
- Impeccable attention to detail and ability to make decisions within challenging circumstances.
- Knowledge and understanding of the regulatory requirements for complaint resolutions and AFCA processes.
- Excellent communication (written and verbal) and interpersonal skills with the ability to negotiate and influence a range of stakeholders.
- High degree of empathy and experience in resolving difficult and complex customer complaints.
- Solution focused individual with a resolution mindset approach.
- Willingness to work in a fast paced, but fun, energetic and vibrant team culture.
What you can expect in return:
- To join a highly supportive and collaborative management team with a robust onboarding and ongoing training program, with a great culture that focuses on fun, flexibility, and wellbeing.
- Pathway to be accredited as a certified complaints professional (SOCAP.)
- Challenging role, with the ability to positively impact the lives of everyday Australians.
- A workplace culture of autonomy, collaboration, and supportive leadership.
- Efficient and engaging learning programs to maximize success within your role, including professional development and transparent learning pathways.
- A non-bureaucratic environment where your suggestions for operational efficiencies are welcomed.
- Prioritize your work/life balance and utilise the support and various programs we offer for our people, including Employee Assistance Program (EAP), Health & Wellbeing, financial offerings, employee Referral program and various discounts on restaurants, pubs, yoga, and massages.
- In-house complimentary barista – coffee delivered to your desk!
If you are ready to take on a challenging yet rewarding leadership role and make a significant impact within our organization, apply now! Join us in driving excellence and delivering outstanding service to our customers.
