Customer Manager, IDR Complaints

• Full time permanent
• Based in Kogarah Adelaide
• Hybrid working arrangement 3 days on office/2 days WFH

How will I help

The Customer Manager plays a crucial role within Customer Solutions essential for delivering a worldclass complaints experience. This position is responsible for ensuring fair and timely resolution of escalated customer complaints and restoring customer advocacy.

A Customer Manager conducts thorough investigations of all relevant facts to provide highquality resolutions and written outcomes while adhering to regulatory requirements business processes and guidelines.

Additionally the role involves addressing customer concerns identifying and escalating potential systemic issues and risk incidents seeking continuous process improvement opportunities and managing complaints through our Internal Dispute Resolution portal.

This is a hybrid position that can be based in Bedford Park or Kogarah. Working hours will be between 8:30am 5pm Monday to Friday.

Whats in it for me

Youll play a significant part of the future of a business that has been around for 200 years. Our purpose is creating better futures together. So well back you in the development of your career internal career prospects and flexible working. Youll also keep learning to grown backed by a fantastic team of people with a cando supportive structure.

Whatever shape your family takes we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions surrogacy and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

What do I need

To excel in this role you will have a passion for customer service and a genuine interest in ensuring their needs are met. You will bring your high energy and enthusiasm coupled with an empathetic courteous and curious nature.

In addition you will also have:

• Proven experience in a customer centric role
• Previous experience in complaint resolution
• Product & Systems knowledge in Consumer & Business Lending
• Solid problemsolving skills
• Ability to tackle challenges and think creatively to find solutions
• Selfdriven with a collaborative approach to achieving team goals

Whats it like to work there

We are a collaborative team of passionate people with a shared ambition to make a difference for our customers our communities and each other. At Westpac making a difference means creating impact unlocking our own and each others passions and transformative success stories to create better futures together.

As well as competitive remuneration and a great culture joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities whether that means family life work/life balance ambition to grow or all the little perks in between.

Well empower you to shape your career path. Through personalised upskilling mentoring and training opportunities youre in control of where you start and how youll grow.

As an equal opportunity employer we are proud to have created a culture and work environment that values diversity and flexibility and champions inclusion.

How do I apply

Start here. Just click on the APPLYor APPLY NOW button.

At Westpac were all about creating a supportive culture and ensuring our workplaces branches products and services are accessible and inclusive for everyoneour customers employees and the wider community. If youre interested in discussing workplace flexibility please feel free to mention it in your application.

We invite candidates of all ages genders sexual orientation cultural backgroundspeople with disability neurodiverse individuals veterans and reservists and Indigenous Australians to apply. If you have questions about the recruitment process please email.

Do you need reasonable adjustments during the recruitment process

Were committed to making our recruitment process accessible to all candidates including those with disabilities or specific accessibility needs.For further information and additional contact details visit the People with Disability and/or needing Accessibility Requirementspage on our website Experience:

Manager