Team Manager Customer Relations

Do work that matters

As Team Manager in Group Customer Relations (GCR) you will lead a team which will managed a range of different complaints that have been escalated from our frontline teams for specialist complaints management by GCR.  You will coach and guide your team of dispute resolution experts in investigating the complaint with empathy in a timely, fairly, ethical manner.

This is a key role where you will lead the customer complaints experience, dispute resolution and business engagement, and demonstrate a deep understanding of community expectations that drive complaints. You will have a radar for emerging issues and non-financial risk by leveraging proprietary insights, effective processes and developing exceptional people.

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.

On any given day you will:

•  Lead the dispute resolution team in providing exceptional customer service our customers

• Grow and develop the talent of the team to ensure their skills are maximised and good quality career development plans are well executed

• Manage the team’s day-today operational performance to achieve the expected customer outcomes and experience

• Provide real time feedback to team members to ensure GCR standards and quality are being met in relation to timeliness in investigations, outstanding customer contact experience 

• Grow the team’s mindset and capability to identify improvements in the complaint management process or other process breakdowns to ensure the end to end experience improves

• Identify systemic issues and trends, and any compliance concerns arising from inbound complaints managed by the team

•   Raise and contribute to continuous improvement ideas and processes to refine the customer experience

• Engage and provide feedback to key stakeholders within the Group on opportunities for process and product improvements

• Participate in initiatives driven by the Customer Relations Leadership team as required  

• Proactively participate in the design and implementation of action plans resulting from the People and Culture and Customer Survey

• Contribute to the protection of the Group from emerging issues by leveraging proprietary insights, effective feedback and developing strong relationships

We're interested in hearing from people who have:

• Excellent leadership skills with demonstrated experience in a people leadership role in a close team environment.

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

• Advanced oral and written communication skills.

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

• Strong problem solving and planning skills.

• Sound level of commercial acumen and knowledge of business practices, processes and systems in a large corporate entity.

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

• Solid experience in product & process knowledge with a high attention to detail.

• Resiliency – ability to bounce back from challenging interactions and manage through complexity and uncertainty

• Please note that we are only able to consider Sydney based candidates for this role.

Please note this role is a 12 month secondment and is based in Sydney.