Team Manager, Priority Cases

Job Description

The Customer Solutions Complaints team is passionate about helping customers. In Customer Solutions Complaints, we put customers at the centre of everything we do and drive the Westpac Group vision, to be one of the world’s great service companies, helping our customers, communities and people to prosper and grow. To achieve this requires strong customer first principles, insights and collaboration across the entire Group, ensuring we deliver exceptional customer experience. The Team Manager is responsible for driving a business performance strategy which promotes Our Service Promise and is supportive of the Customer Solutions business becoming a world class service team. This involves leading a team to provide a superior customer experience and providing ongoing coaching and support, whilst adhering to the Group Complaints Management Framework. The Team Manager is a pivotal role within Customer Solutions Complaints and is critical to achieving our company vision and team strategy. This role is a key people leadership role within Customer Solutions. Some of the key accountabilities are: Lead the team to deliver on both the performance expectations, operational and risk management, and service expectations of our customers. Performance, Development and Career planning of Customer Managers in line with Motivate Goals, including development of soft skills. Assist and guide Customer Managers to provide a superior customer experience when resolving complaints, across a range of products and services by providing side by side coaching, complaint reviews, adherence to the Escalated Complaints Quality Framework, and escalation support to improve all key performance indicators for individuals across the team. Work with the Performance & Quality Managers to execute action plans to address performance gaps, risk and compliance improvements and to identify potential risk and systemic issues via the investigation and resolution of complaints. Focus on continuous up-skilling of Customer Managers to promote capabilities, role clarity, responsibilities and escalation points across the team, where applicable. Focus on ensuring that the engagement of the team is high, and that Customer Managers are motivated and supported throughout the implementation of change activities. Work collaboratively with Workforce Planners driving the allocations of complaints (auto and manual queues) to Customer Managers in a timely manner. Focus on active usage of Complaints Management System Solve It and AOM to drive efficient management of customer complaints whilst driving our time to resolution and identifying complex matters for escalation in line with our IDR Delay Notification process and regulatory requirements. Have a strong focus on driving Risk & Compliance and complete Risk Management Control Self Assessment (CSA) framework to ensure the team is meeting its regulatory obligations and responsibilities. Support an environment that encourages CM’s and PQM’s to identify the root cause of complaints, systemic issues, risk incidents (JUNO) and continuous process improvement opportunities. What do I need? 3+ years’ experience working in a customer centric company or role. 3+ years’ experience in complaint resolution. People leadership skills. Scams and Fraud background is highly desirable. Understanding of ePayments code is highly considered. Strong customer focus with empathy and care. Ability to effectively lead and coach people. Ability to manage performance independently and deliver results as part of a team. Knowledge of the Westpac Group distribution and product (channel) segments. An understanding of the products and services offered by Westpac group. Role accreditation requirements across Westpac Policy, Products, Procedures and Services. Compliance and Regulatory obligations. What’s it like to work there? We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other’s passions, and transformative success stories to create better futures together. As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work / life balance, ambition to grow or all the little perks in between. We’ll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you’re in control of where you start and how you’ll grow. As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility – and champions inclusion. Start here. Just click on the APPLY or APPLY NOW button. At Westpac, we’re all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone—our customers, employees, and the wider community. If you’re interested in discussing workplace flexibility, please feel free to mention it in your application. We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, veterans and reservists, and Indigenous Australians to apply. If you have questions about the recruitment process, please email (email protected). Do you need reasonable adjustments during the recruitment process? We can provide reasonable adjustments for individuals with disability and / or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please email (email protected). #J-18808-Ljbffr