Customer Issue Resolution Manager
We're excited to offer a 6-month contract opportunity to join our Group Customer Relations team as a manager.
Do meaningful work
As the Case Manager, Systemic Customer Issues you will have a passion for advocating for customer interests and developing practical solutions. You will drive your organisation to identify and resolve systemic issues arising from complaints by thinking critically, applying data analysis, being determined and purposeful, driving accountability and excellence in review of issues, and constructive problem solving.
About the role
The team is focused on guiding businesses to promote fair customer outcomes.We proactively look for areas where there is the potential for customer concerns to arise and take action through:
* Systemic Customer Issues, being issues impacting customers identified from complaints; and
* Investigating and working across the organisation to respond to potential systemic customer issues raised by regulatory bodies.
Key responsibilities
Your key responsibilities will include:
* Identifying, assessing and responding to potential systemic issues identified internally or by external parties.
* Managing cases in a timely and efficient manner.
* Proactive investigation of potential systemic issues, exploring complex questions, and working with business stakeholders to find root causes and develop solutions to prevent future issues for customers.
* Developing recommendations and effective written responses regarding potential and confirmed systemic issues.
* Constructively reviewing and challenging in a way that inspires others to champion customer interests and consider the 'should we' question.
* Problem solving to cut through complex problems to find practical solutions.
* Delivering relevant and quality reporting to senior stakeholders on systemic customer issue insights.
Requirements
To succeed in this role you will need:
* Demonstrated experience in presenting to, influencing and managing stakeholders and building strong working relationships.
* Curiosity and strong problem-solving skills, with the drive to investigate issues thoroughly, and provide sound recommendations.
* Bachelor's degree or higher, with legal qualification and expertise highly regarded.
* CUSTOMER FOCUS, EMPATHY AND COMPASSION.
* Excellent agile and critical thinking and investigation.
* Commercial acumen and a strong team ethic.
Benefits
This is an exciting opportunity to make a real difference in a dynamic environment.
What we offer
We offer a range of benefits including professional development opportunities, flexible working arrangements, and a supportive team environment.
Contact us
If you are interested in this opportunity please submit your application through the designated channel.