Manager, Customer Experience
The Team
Group Customer Relations is the CBA Group's primary escalation point for customer feedback with a particular responsibility for resolving complaints - from the simple to the extremely complex.
The Customer Experience, Equities Geared Investments team is responsible for the investigation and resolution of complaints and disputes that specifically involve all the products and services under the CommSec licence. This includes both Retail (CommSec) and Wholesale (CommSec Adviser Services).
The Opportunity
Reporting to the Head of Customer Experience, Equities Geared Investments you will be the operational leader of a team whose primary responsibility is the efficient and effective investigation and resolution of customer complaints.
What will success look like?
You will manage the daily workload for the internal dispute resolution team ensuring that:
- Quality service standards and resolution timeframes are met
- Disputes are resolved within own and team delegations
- Business, brand and reputational risk to the Bank is minimised.
You will be responsible for all aspects of personnel management including:
- Recruitment
- Performance management
- Mentoring
- Development planning.
You will collaborate successfully with other teams and leaders within GCR.
You will develop and maintain high level professional working relationships with key internal customers and peers.
What will help you succeed?
- Strong leadership and staff management skills
- Exceptional interpersonal and communication skills
- Strong organisational and time management skills
- Advanced negotiation and persuasion skills
- Advanced analytical skills and problem solving ability
- Advanced written and oral communication skills
Advertised:
3 Oct 2013 Aus. Eastern Standard Time
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