Customer Relations Team Leader Job Vacancy in Commonwealth Bank Sydney NSW – Updated today

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Full Details :
Company Name : Commonwealth Bank
Location : Sydney NSW
Position :

Job Description : You are a Leader who is committed to supporting your team resolve customer concerns effectively
We are a dedicated team who oversee the more complex and sensitive complaints handling for CommInsure
Together we will provide a fair outcome and experience for our customers
We offer flexible working arrangements with a mix of working from the office and home

Do work that matters
Your role exists as a Customer Relations Team Leader to manage a team of General Insurance (GI) Customer Relations Consultants. This is a critical role to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex. As the Team Leader you will also support the team member to meet internal KPI’s and deliver exceptional customer service to our customers.
As well as leading from the front, you will work closely with key stakeholders within GI and the wider business. You will proactively drive business improvement and protect CommInsure from emerging issues by leveraging proprietary insights, effective processes and building key relationships with stakeholders.
See yourself in our team
Customer Relations Team oversees complaint handling for CommInsure and is the centre of excellence for managing customer feedback. We’re here to support the resolution of customer issues and to actively take carriage of matters that are sensitive or complex. As the Team leader, you are also responsible for supporting the team in addressing the concerns of customers that lodge a complaint with any external dispute resolution body including the Australian Financial Complaints Authority (AFCA).
You will be joining and driving a positive, enthusiastic and customer oriented team with a strong sense of purpose to enhance the insurance experience of our customers. This is a forward thinking dynamic team who resolves customer concerns, within quality service standards and insurance code obligations. If you are ready for your next challenge in a great team and have strong leadership qualities, then this is the team for you.
In any given week you will
Provide engaging leadership to a team of Customer Relations Consultants (CCT) to ensure all business activities are completed within our quality service standards. This includes supporting the wider GI leadership team on complaints management standards that are complex and sensitive
Consistently display our behaviours of Care, Courage and Commitment to build productive working relationships and a strong performance culture
Pro-active development of skills to perform current duties competently and for future career progression
Monitor and proactively manage the relevant regulatory and compliance relationships / obligations as they impact the quality of complaint resolution.
Support the team to manage concerns of customers that lodge a complaint with any external dispute resolution body including the Australian Financial Complaints Authority (AFCA)
Provide monthly reporting to the GI leadership team on performance and themes, including real opportunities to enhance the customer experience and reduce the risk of escalated complaints. Reporting includes contribution to CommInsure Board and AFCA
An ability to think outside the box – both in terms of solutions to complex complaints and process improvement
Work closely with the Customer resolutions team (CRT) and broader GI teams, to support a reduction in General Insurance customer complaints
Mentor and coach a team of customer relations consultants to continuously develop and enhance their skills for a successful career and role satisfaction.
We’re interested in hearing from people who:
Experience in leading a high demand team with a focus on customer, productivity and fair outcomes
A strong customer focus, with previous demonstrated experience in a customer facing role
Exceptional negotiation skills
Excellent communication skills, both verbal and written
A commitment to do what’s fair and ethical
Strong time management skills, with the ability to prioritise effectively and manage competing priorities
Financial Services Industry experience will be favourable
Strong objective analytical and problem solving skills
High level of initiative and demonstrated openness to encourage different points of view.
Strong organisation skills and focus on delivering to deadlines.
Be sure to let us know if you have any relevant Tertiary qualifications. General Insurance product knowledge will be highly regarded.
Commonwealth Bank of Australia (CBA) has recently announced that it has entered into an agreement to sell CommInsure Insurance Limited (CIL), to the Hollard Group, and establish an exclusive 15-year partnership, for the distribution of home and motor vehicle insurance products to CBA’s retail customers.
Hollard and CBA have a shared vision for the future of general insurance, the potential for better customer outcomes, and an exciting role for digital innovation. This long-term partnership brings together CBA’s number one mobile banking app and Australia’s largest branch network together with Hollard’s innovative insurance products and enhanced claims technology, to deliver excellent experiences for our customers. Hollard is an award-winning “employer of choice” and has detailed plans for investing in and growing the GI business.
The completion of the sale remains subject to approval from the Australian Prudential Regulation Authority (APRA) and is anticipated to occur on 30 September 2022. As this role is in the CIL business, the successful candidate will be employed by CIL and will be initially owned by the CBA Group. However, on sale completion, you will remain employed by CIL, but be under new ownership, as part of the Hollard Group.
The health and safety of our people, customers and communities is our number one priority. This means that we require all of our employees to be fully vaccinated against COVID-19. Please speak to us if you have any questions about this based on your individual circumstances
If you’re already part of the Commonwealth Bank Group (including Bankwest), 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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Advertising End Date: 12/03/2022

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