Customer Relations Team Leader

You are a customer first professional who has customers at the forefront of all thinking who is keen to ensure customers disputes are resolved fairly and in a timely manner.

• Work in this fast-paced environment and achieve positive customer outcomes
• We embrace diversity & inclusion at our core
• About You
• In addition, you will
• Supports the conduct of investigations and handles complaints from beginning to end
• Supports investigations and assesses the complaint allegations competently, diligently, impartially, fairly, consistently and promptly, obtaining relevant additional information where necessary.
• Prepares draft communications for leadership to inform on complaints outcome. Thinks analytically to help leadership make the right decisions regarding complaints Management and outcomes.
• Explain and / or provide findings and conclusions of investigation when appropriate. Works with leadership to recommend whether the complaint should uphold, and what redress and / or remedy may be appropriate.
• Stays abreast of account regulatory aspects, rules and guidance, good industry practice and published business procedures / policies.
• Escalates issues as appropriate, and identify any possible trend.
• Uses discretion when informed on sensitive matters when applicable
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
• Work with the team to ensure the most effective resource plans are developed and achieved
• Ensures service SLA's and KPI's are continually reviewed, and expectations are met with optimum levels of quality and service delivery.
• What you will bring
• 2-5 years relevant experience in an operation, customer service or customer experience leadership role.
• Knowledge of internal and external dispute resolution schemes.
• Demonstrated customer orientation along with customer advocacy skills and ability to problem solve.
• Excellent time management, business writing and communication skills. Attention to detail.
• Ability to develop and deepen stakeholder relationships.
• Ability to make independent, impartial and fair decisions in dispute matters.
• How to apply

If you think this role is the right fit for you, we invite you to apply. We are keen to find out who you are and what drives you. We'd love to share our vision for the future of banking.