Who we are..
We are a financial services company that specialises in fleet management, vehicle leasing and salary packaging, with a presence across Australia, the UK and NZ. A total portfolio under management of $2.5 Billion and over 1200 employees.
https://www.sgfleet.com/au
Some of our perks include..
- Recharge and relax with up to four extra days of leave each year. We call them Wellness days
- We offer industry leading 20 weeks paid parental leave
- Save plenty with vehicle salary packaging
- Monetary service milestone awards
- Recruitment referral bonus
- Discounted mobility products and services
- Flexible work arrangements
- Career progression opportunities (over 25% of our vacancies get filled internally!)
- Education support towards your growth, including an individual learning budget per year, free access to LinkedIn Learning and more
- Two paid volunteer days each year to give back to causes that matter to you
- Health and wellbeing support including a subsidy and an innovative Employee Assistance Program
About the role..
This position will engage with partners/stakeholders in all areas of our business in order to deliver results, focusing on managing an effective IDR program in line with ASIC regulation as well as our Group core Values, Innovation, Collaboration, Excellence and Trust.
Tasks and responsibilities..
The major responsibilities of this position include but are not limited to:
- Using a customer-first approach, investigate verbal and written complaints, acknowledge all complainants within the agreed timelines
- Make decisions and recommendations that are customer centric, well documented and well-articulated.
- Negotiate and compromise decisions where required to come to a timely and fair resolution.
- Maintain regular verbal and written contact with the complainant by providing regular updates and focusing on prompt resolution.
- Collaborate proactively and closely with key stakeholders across the Novated Leasing business to resolve disputes in a timely manner.
- Identify key trends and remedies, provide feedback to the business and contribute to the ongoing enhancement of effective internal dispute resolution processes
- Adhere to KPIs, IDR and EDR timeframes to resolve complaints effectively .
- Liaising with the Customer Advocate to communicate process gaps and training needs where they arise,.
Skills and experience.. - Highly customer centric with proven experience of managing customer feedback and escalations
- Experience in a dispute resolution role with exposure to external ombudsman’s bodies.
- Excellent interpersonal and communication skills both written and verbal
- Excellent analytical and problem-solving skills .
- Demonstrated reporting writing skills, inclusive of post incident reviews.
- Demonstrated high level of attention to detail.
- Strong rapport and relationship building skills
What's next?
We'd love to hear from you if you're ready to take on your next challenge at a company that embodies diversity and belonging and offer work-life balance and career development.
We are a proud equal opportunity employer. Resumes may be sent, and interviews may take place prior to closure date for applications. To give yourself the best chance of selection, please do not leave your application to the application 'close' date. As a pre-requisite to employment, the successful applicant will be required to complete a pre-employment screening.