Customer Relations Manager
Commonwealth Bank
Sydney, New South Wales, Australia
Full-Time
Competitive
HybridManager
At Group Customer Relations (GCR), we’re the centre of excellence for complaint resolution at CBA. Our mission is to deliver fair, timely outcomes for customers while driving meaningful change across the Group. We manage escalated and complex complaints, provide insights to prevent future issues, and influence improvements that enhance the customer experience.
GCR handles complaints across CBA’s diverse product suite—home, personal and business lending, financial advice, banking products, scams and disputes, as well as our digital platforms like NetBank, CommBank App, and CommBiz. We work flexibly in a hybrid model, with the team spending a minimum of 40% of their time in the office each month.
The Role
As a Customer Relations Manager, you’ll play a critical role in delivering an exceptional resolution experience for our customers. You’ll investigate and resolve complaints with care and precision, while proactively identifying opportunities for business improvement and protecting the Group from emerging risks. This is a role where your insights and relationships will make a real difference.
Please note: We have multiple opportunities available across multiple specialist teams, and these are 12 Month Fixed Term or Secondment opportunities.
See yourself in our team
You will join one of the specialist teams within Group Customer Relations (GCR) that investigate and resolve complaints relating to banking, and/or scams/disputes.
Key responsibilities of the role include
Efficient investigation and resolution of internal complaints.
Developing networks and relationships with colleagues to solve problems, escalate customer issues of contention and influence outcomes.
Contribution to continuous improvement ideas and processes to refine the customer experience.
Engaging and providing feedback to key stakeholders within the Group on opportunities for process and product improvements.
Understanding community expectations and having a risk-conscious mindset when investigating the issues raised.
Negotiating with customers and/or their advocates and internal staff to achieve timely and fair resolutions.
Commitment to an outstanding customer experience.
We're interested in hearing from people who have
Strong customer focus and experience in customer-facing roles.
Exceptional negotiation and communication skills (verbal and written).
A commitment to fairness and ethical decision-making.
Excellent time management and prioritisation skills.
Knowledge of Privacy functions under the Privacy Act 1988 (desirable).
Experience in Banking, Scams, Legal, Wealth, Financial Advice, or Insurance (highly regarded).
Background in major dispute resolution and complex complaint management.
Creative problem-solving and process improvement mindset.
Resilience and adaptability to manage complexity and challenging interactions.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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