- Location
- Melbourne Office - Elizabeth St, Australia
- Type
- Full-time
- Seniority
- Lead
- Source
- Workday
Description
About the role
Are you someone who genuinely cares about creating great customer experiences and is ready to take the next step in your leadership career? This Customer Relations Team Leader opportunity is a 12-month contract where you’ll play a meaningful role in leading a team that supports how BOQ Group listens to, advocates for, and learns from its customers, while leveraging your experience in IDR to drive strong customer outcomes and team performance.
This role goes beyond managing complaints. You'll be at the centre of our customer experience journey, leading and supporting a team of Customer Relations Consultants while partnering closely with leaders and stakeholders across the Group. You'll use customer insights, identify emerging trends, and help drive continuous improvement initiatives that enhance both customer outcomes and business performance. Every decision and action you take will contribute to better experiences for our customers and strengthen the way we operate as a business.
You’ll be responsible for coaching and developing your team to manage complaints in line with BOQ Group’s Complaints Policy and Procedure and regulatory requirements under RG 271, ensuring customers feel heard, respected, and supported. You'll oversee complaint handling quality, monitor performance, provide guidance on complex matters, and ensure valuable customer feedback is captured to help shape better products, processes, and experiences across the Group.
If you’re a passionate people leader who is curious, driven, and motivated to develop others, this role offers the opportunity to build team capability, champion customer advocacy, and make a real impact within a supportive environment that values leadership, collaboration, and continuous improvement.
About you
You’re a natural people leader who brings empathy, professionalism, and a calm approach to every interaction. You enjoy developing and supporting others, creating a positive team culture, and empowering your team to deliver exceptional customer outcomes, particularly in challenging situations.
You'll likely have experience in banking or financial services, with a background in customer-facing environments such as branches, service teams, or customer resolution functions. Previous leadership or coaching experience is highly regarded, and experience handling IDR complaints under RG 271 and BCOP will be advantageous. Most importantly, you bring strong judgement, a customer-first mindset, and a genuine passion for helping people succeed.
You’re comfortable thinking analytically, making sound decisions, and balancing customer, team, and business outcomes. You communicate clearly, provide constructive feedback, remain composed under pressure, and enjoy identifying opportunities to improve processes, capability, and performance.
If you’re someone who wants to lead, inspire, and grow a high-performing team while contributing to customer advocacy and continuous improvement, you’ll feel right at home here.
About us
BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.
Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.
BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
Our perks
At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.
Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:
Flexible working arrangement - Balance your work and personal life with ease.
Discounted financial products - Enjoy exclusive rates on our financial services across the Group.
Salary sacrificing options - Maximise your take-home pay with our salary packaging options.
Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.
Purchase additional annual leave - Need more time off? You can buy extra leave days.
Discounted private health insurance plan - Take care of your health with our special rates.
Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family
Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.
We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!
How to apply
To apply for this role, follow the links.
BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.
If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.
Please no agency applications.
