Internal Dispute Resolution Officer


  • Help develop and implement the Customer Experience Strategy for Australia Operations by identifying and improving key operations processes
  • We’re shaping a culture that unleashes the potential of our people. Interested?
  • We’re designing our work around the needs of our workforce

 

About The Role

Role Location: 242 Pitt St., Sydney NSW

Role Type: Permanent Fulltime

 

The purpose of the IDR Officer role is to manage, investigate and resolve complex and escalated complaints that are received via the complaints line, Senior Managers and other email, VOC channels. You will support the Complaints Analysts and Quality Analysts in the resolution of complaints they are dealing with as required and will Champion effective complaint handling per the Principles of Problem Resolution and Complaint Handling and contribute to the culture of problem resolution throughout the Organisation.

 

You are expected to contribute to customer confidence in the Organisation and identify as well as follow up on customer service issues identified as a result of resolving complaints

 

About You

To be successful in this role, you will ideally bring the following -

  • RG146 compliant and maintained in accordance with regulatory and policy requirements e.g. CPD points
  • Complaints industry knowledge and experience in managing complex complaints and competing priorities to tight timeframes
  • Experience in dispute resolution
  • Experienced communicator and negotiator at all levels with strong customer service focus
  • Excellent planning, organisation and communication skills
  • Strong stakeholder management skills

 

About ANZ

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.

 

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

 

A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

 

ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.

 

We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.

 
 

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number Taleo Job Code AUS101041.

#GD5.1


  • Help develop and implement the Customer Experience Strategy for Australia Operations by identifying and improving key operations processes
  • We’re shaping a culture that unleashes the potential of our people. Interested?
  • We’re designing our work around the needs of our workforce

 

About The Role

Role Location: 242 Pitt St., Sydney NSW

Role Type: Permanent Fulltime

 

The purpose of the IDR Officer role is to manage, investigate and resolve complex and escalated complaints that are received via the complaints line, Senior Managers and other email, VOC channels. You will support the Complaints Analysts and Quality Analysts in the resolution of complaints they are dealing with as required and will Champion effective complaint handling per the Principles of Problem Resolution and Complaint Handling and contribute to the culture of problem resolution throughout the Organisation.

 

You are expected to contribute to customer confidence in the Organisation and identify as well as follow up on customer service issues identified as a result of resolving complaints

 

About You

To be successful in this role, you will ideally bring the following -

  • RG146 compliant and maintained in accordance with regulatory and policy requirements e.g. CPD points
  • Complaints industry knowledge and experience in managing complex complaints and competing priorities to tight timeframes
  • Experience in dispute resolution
  • Experienced communicator and negotiator at all levels with strong customer service focus
  • Excellent planning, organisation and communication skills
  • Strong stakeholder management skills

 

About ANZ

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.

 

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

 

A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

 

ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.

 

We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.

 
 

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number Taleo Job Code AUS101041.

#GD5.1

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