Customer Relations Team Leader

Overview

BOQ Group is seeking a Customer Relations Team Leader for a 12-month contract based in the Greater Sydney area. This role is central to enhancing customer experiences by leading a team focused on listening, advocating, and learning from customers. It demands expertise in Internal Dispute Resolution (IDR) and aims to boost team performance and customer outcomes.

Key Responsibilities

As a leader, you will manage and support Customer Relations Consultants, and collaborate with various stakeholders across BOQ Group. Your leadership will involve interpreting customer insights, identifying emerging trends, and spearheading continuous improvements to elevate both customer experience and business performance. You will coach your team to manage complaints according to regulatory guidelines and the group's policies, ensuring respectful and supportive interactions. Additionally, you will oversee complaint resolution quality, guide on complex cases, and help utilize customer feedback to enhance products and processes.

Candidate Profile

The ideal candidate is a natural people manager with empathy, professionalism, and a composed demeanor. They have a background in banking or financial services with frontline customer experience roles and bring leadership or coaching experience. Proficiency in managing IDR complaints under regulatory provisions like RG 271 and BCOP is advantageous. Strong judgment, a customer-first approach, analytical thinking, clear communication, and a passion for developing others are key attributes.

About BOQ Group

BOQ Group encompasses several challenger banking brands such as Bank of Queensland, ME Bank, Virgin Money Australia, and BOQ Specialist. United by a commitment to social capital and inclusivity, they provide an alternative banking experience that values diversity and community impact. The group has committed to inclusivity through initiatives like their Reconciliation Plan and promotes an environment where employees bring their authentic selves to work.

Benefits

• Flexible work arrangements to support work-life balance
• Discounted financial products from across the Group
• Options for salary packaging to increase take-home pay
• Paid parental leave available without minimum service requirements
• Ability to purchase additional annual leave days
• Discounted private health insurance plans
• Employee Assistance Program offering confidential support
• Access to diverse employee network groups including First Nations, LGBTQIA+, Multicultural, Gender, Early Careers, and Accessibility communities
• Active membership in Pride in Diversity and participation in the Australian Workplace Equality Index

Diversity and Inclusion

BOQ prioritizes a diverse and inclusive workforce, encouraging applications from Aboriginal and Torres Strait Islander peoples and individuals from all backgrounds, gender identities, sexual orientations, and abilities. Applicants are welcome to disclose pronouns and request accommodations for the interview process.

Employment Conditions

Successful candidates will undergo comprehensive background checks including identity verification, references, criminal records, immigration status, academic qualifications, and bankruptcy status to comply with legal obligations.