CustomerRelationsManager

At Group Customer Relations (GCR), we’re the centre of excellence for complaint resolution at CBA. Our mission is to deliver fair, timely outcomes for customers while driving meaningful change across the Group. We manage escalated and complex complaints, provide insights to prevent future issues, and influence improvements that enhance the customer experience. GCR handles complaints across CBA’s diverse product suite—home, personal and business lending, financial advice, banking products, scams and disputes, as well as our digital platforms like NetBank, CommBank App, and CommBiz. We work flexibly in a hybrid model, with the team spending a minimum of 40% of their time in the office each month. ** _The Role_** ** _As a Customer Relations Manager_** , you’ll play a critical role in delivering an exceptional resolution experience for our customers. You’ll investigate and resolve complaints with care and precision, while proactively identifying opportunities for business improvement and protecting the Group from emerging risks. This is a role where your insights and relationships will make a real difference. Please note: We have multiple opportunities available across multiple specialist teams, and these are **_12 Month Fixed Term or Secondment opportunities_**. ** _See yourself in our team_** You will join one of the specialist teams within Group Customer Relations (GCR) that investigate and resolve complaints relating to banking, and/or scams/disputes. **_Key responsibilities of the role include_** Efficient investigation and resolution of internal complaints. Developing networks and relationships with colleagues to solve problems, escalate customer issues of contention and influence outcomes. Contribution to continuous improvement ideas and processes to refine the customer experience. Engaging and providing feedback to key stakeholders within the Group on opportunities for process and product improvements. Understanding community expectations and having a risk-consc