Resolutions and Customer Care Manager
Join a rapidly growing Australian owned business in a newly reworked position as the Resolutions and Customer Care Manager.
Summary about this job
Management & Support
Company: Panthera Finance
Location: Brisbane
Work type: Full Time
Salary: n\a
Phone: +61-8-6271-9595
Fax: +61-8-9739-3793
E-mail: n\a
Site: n\a
Detail information about job Resolutions and Customer Care Manager. Terms and conditions vacancy
- • Toowong based office with river city views
- • Opportunity to make the role your own and drive change
- • Flat structure with close access to the CEO and Company Directors
Panthera Finance is a rapidly growing finance company with offices in Brisbane, Gold Coast, Melbourne and Sydney. We are the second largest debt purchaser in the Australian market, with an entrepreneurial approach to developing additional products and services for our customers.
The Role
The Resolutions and Customer Care Manager sits within the senior leadership team reporting to the Manager of Risk, Compliance and Strategic Projects.
You will be hands on in developing and evolving the resolution and customer care offering to meet the current and future needs of the business.
Responsibilities
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Maintain high standards of service and client relationship management through end to end complaints resolution
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Lead a team of experienced dispute resolutions officers, client liaison specialists and vendor SME’s
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Investigate and report on complaint trends identified and present solutions for optimisation through staff training and/or process improvements
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Manage the customer hardship process and continue to drive our customer centric approach to managing delicate situations
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Build relationships with external stakeholders including industry regulators
Required Skills
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Strategic management ability with the ability to deliver a high-performance team culture
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A solutions oriented approach to optimising business practises
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Experience liaising with external stakeholders (COSL/FOS/TIO) and providing high level conciliation and investigation responses
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The ability to find solutions for customers in complex situations
Work with us
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Toowong based office with river city views
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Opportunity to make the role your own and drive change
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Flat structure with close access to the CEO and Company Directors
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Ad hoc travel for industry conferences and client liaison
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Onsite office Barista with free coffee daily