Senior Customer Relations Consultant page is loaded## Senior Customer Relations Consultantlocations: Brisbane Office - Newstead Village: Melbourne Office - Elizabeth Sttime type: Full timeposted on: Posted Todayjob requisition id: JR101133**About the role** For this 3‐month internal secondment, you'll be stepping into the Senior Customer Relations Consultant space — the team that brings calm, clarity and structure to some of our trickiest moments.You'll take the lead on complex or high‐risk complaints, guiding them from first contact right through to resolution. That means owning investigations, shaping smart strategies, and representing BOQ Group in internal dispute resolution and with external bodies like AFCA when needed. You'll craft clear and confident written responses, front conciliations with a level head, and negotiate outcomes that balance fairness, compliance and commercial sense.You'll also unpack trends and root causes, feeding back insights that help fix what's not working and uplift the customer experience across the Group. Think of it as part detective work, part relationship‐builder, part trusted advisor — and plenty of opportunities to bring your voice, judgement and curiosity to the table.**About you** You – our successful candidate is someone people come to when something needs untangling. You understand our environment, our customers, and our expectations — and you've got enough experience with complaints, regulation and risk to know how to navigate the grey without getting flustered.You're a natural communicator who can write with clarity and speak with empathy. You know your way around RG 271 & the AFCA process – if not you are keen to sharpen those muscles quickly. You're analytical without losing the human side, confident in your decision‐making, and genuinely motivated to get things right — for the customer, the business and your colleagues.You're also the kind of teammate who shares what you learn, lifts those around you, and helps build a culture where feedback is welcomed and continuous improvement is kind of our thing. If this sounds like you, we would love to hear from you!BOQ 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.In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.**Our perks**At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:* Flexible working arrangement - Balance your work and personal life with ease.* Discounted financial products - Enjoy exclusive rates on our financial services across the Group.* Salary sacrificing options - Maximise your take-home pay with our salary packaging options.* Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.* Discounted private health insurance plan - Take care of your health with our special rates.* Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family* Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.* Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!**How to apply**To apply for this role, follow the links.BOQ Group 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 BOQ Group, 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.**The BOQ Group talent team is made up of customer-centric talent professionals with extensive recruitment experience between them. They live and breathe the BOQ way and are dedicated to guiding you along the recruitment process, from start to finish.#J-18808-Ljbffr