Customer Relations Manager

Commonwealth Bank

Multiple Locations, Australia
Hybrid (minimum of 40% in-office time)
Strong customer focus and experience
Exceptional negotiation and communication skills
Commitment to fairness and ethical decision-making
The Commonwealth Bank is seeking a Customer Relations Manager for their Group Customer Relations team, responsible for resolving complex complaints and enhancing customer experience. This hybrid position involves investigating complaints, identifying business improvement opportunities, and working closely with various stakeholders

Job Summary

  • The role involves investigating and resolving escalated and complex complaints while driving meaningful change across the Group.
  • Candidates will work flexibly in a hybrid model with a minimum of 40% office time each month.
  • The position offers opportunities across three specialist teams focusing on critical disputes, vulnerable customers, and banking scams.

Matching Summary

Match Score: 85

The Commonwealth Bank is seeking a Customer Relations Manager for their Group Customer Relations team, responsible for resolving complex complaints and enhancing customer experience. This hybrid position involves investigating complaints, identifying business improvement opportunities, and working closely with various stakeholders.

Skills & Requirements

Must-have

  • Strong customer focus and experience
  • Exceptional negotiation and communication skills
  • Commitment to fairness and ethical decision-making
  • Excellent time management and prioritisation skills
  • Resilience and adaptability to manage complexity

Nice-to-have

  • Knowledge of Privacy functions under the Privacy Act 1988
  • Experience in Banking, Scams, Legal, Wealth, or Insurance
  • Background in major dispute resolution
  • Creative problem-solving and process improvement mindset

Key Requirements

  • Background in major dispute resolution and complex complaint management
  • Experience in Banking, Scams, Legal, Wealth, Financial Advice, or Insurance (highly regarded)
  • Internal team members must apply through Sidekick if already part of CBA Group

Work Rights

Not specified

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