This position is responsible for for coordinating and overseeing the effective management of customer complaints, ensuring complaints are resolved fairly, consistently and within agreed service standards. The role manages escalated and complex complaints, monitors complaint performance, identifies improvement opportunities and supports the ongoing enhancement of complaint handling practices across the organisation.

Job Requirements

- Tertiary qualification in Business, Commerce or a related discipline

- Strong complaint handling, investigation and resolution skills

- Demonstrated ability to manage complex and escalated customer complaints

- Excellent analytical and problem-solving capability with the ability to identify trends and root causes

- Strong stakeholder engagement skills with the ability to influence outcomes across multiple business areas

- Effective written and verbal communication skills, including report preparation and presentation

- Sound understanding of regulatory and compliance requirements relevant to complaint management

- Ability to prioritise competing demands and manage workloads effectively

- Understanding of Fleet Management business practices in particular processes supporting Novated Leasing products is desirable





Job Responsibilities The major responsibilities of this position include but are not limited to:

- Lead end-to-end complaint management, including triage, escalation and resolution

- Monitor complaint volumes, backlog, SLAs and regulatory compliance

- Manage complex and high-risk complaints

- Support process improvement and complaints framework maturity

- Identify trends, root causes and improvement opportunities

- Prepare executive and regulatory reporting

- Contribute to continuous improvement of complaints processes and practices

- Provide guidance and support to colleagues to promote consistent complaint handling

Job Perks

Some of our perks include...

- Recharge and relax with up to 4 days of wellness days every year

- We offer industry leading 20 weeks paid parental leave

- Monetary service milestone awards

- Career progression opportunities

- Education support towards learning and development, includes a learning budget per year, free access to LinkedIn Learning and more

- Two paid volunteer days each year

- Health and wellbeing support including a subsidy and an Employee assistance Program

You can learn more by watching ​SG Fleet Careers

📌 Complaints Manager (Melbourne)
🏢 SG Fleet AU
📍 Melbourne