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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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