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Who We Are
We are a financial services company that specialises in fleet management, vehicle leasing and salary packaging, with a presence across Australia, the UK and NZ. A total portfolio under management of $2.5 Billion and over 1200 employees.
Some of our perks include
Recharge and relax with up to four extra days of leave each year. We call them Wellness days
We offer industry leading 20 weeks paid parental leave
Save plenty with vehicle salary packaging
Monetary service milestone awards
Recruitment referral bonus
Discounted mobility products and services
Flexible work arrangements
Career progression opportunities (over 25% of our vacancies get filled internally!)
Education support towards your growth, including an individual learning budget per year, free access to LinkedIn Learning and more
Two paid volunteer days each year to give back to causes that matter to you
Health and wellbeing support including a subsidy and an innovative Employee Assistance Program
About the role
This position will engage with partners/stakeholders in all areas of our business to deliver results, focusing on managing an effective IDR program in line with ASIC regulation as well as our Group core Values: Innovation, Collaboration, Excellence, and Trust.
Tasks and Responsibilities
The major responsibilities include but are not limited to:
Investigate verbal and written complaints with a customer-first approach, acknowledging all complainants within the agreed timelines.
Make customer-centric decisions and recommendations, well documented and clearly articulated.
Negotiate and compromise decisions to reach timely and fair resolutions.
Maintain regular contact with complainants, providing updates and focusing on prompt resolution.
Collaborate with key stakeholders across the business to resolve disputes efficiently.
Identify key trends, provide feedback, and contribute to the improvement of dispute resolution processes.
Adhere to KPIs, IDR, and EDR timeframes for complaint resolution.
Coordinate with the Customer Advocate on process gaps and training needs.
Skills and Experience
Customer-centric with experience managing feedback and escalations.
Experience in dispute resolution with exposure to external ombudsman bodies.
Excellent communication skills, both written and verbal.
Strong analytical and problem-solving skills.
Reporting writing skills, including post-incident reviews.
High attention to detail.
Relationship-building skills.
What’s Next?
We welcome your application if you’re ready for your next challenge in a diverse, inclusive company that values work-life balance and career growth. Resumes may be submitted before the closing date, and pre-employment screening is required for successful candidates.
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