About the role

This position is responsible for leading the Complaints team and overseeing the effective management of customer complaints across the business. The role ensures complaints are investigated and resolved in a fair, timely, customer-focused, and compliant manner while identifying underlying trends, risks, and opportunities for business improvement. This position is also responsible for driving service excellence, governance, quality outcomes, and continuous improvement across the complaints function.

Key Responsibilities

- Build and lead a high-performing Complaints team through effective leadership, coaching, succession planning, and capability development, fostering a culture of accountability, continuous improvement, and exceptional customer service
- Provide strategic oversight of the end-to-end complaints function, ensuring customer complaints are managed and resolved effectively, consistently, and within agreed service standards. Lead the team's approach to complex and escalated matters, maintain high-quality decision-making, and drive a culture focused on fair outcomes, accountability, and customer advocacy
- Provide leadership and oversight for complex, high-risk, and escalated complaints, coaching team members through challenging cases, supporting robust decision-making, and ensuring customer outcomes are fair, consistent and aligned with regulatory obligations and organisational standards
- Analyse complaint trends, root causes, customer feedback and emerging risks to identify improvement opportunities,



develop recommendations and provide meaningful insights and reporting to senior leadership that supports informed decision-making and enhance customer outcomes
- Partner with operational and business leaders to resolve systemic issues, drive continuous improvement initiatives, and enhance customer experience through sustainable, customer-focused solutions

Transferrable skills

- Demonstrated experience leading a customer complaints, dispute resolution, customer advocacy, or case management function
- Proven people leadership experience, including coaching, performance management, capability development, and building high-performing teams
- Experience managing complex, escalated, and sensitive customer matters within a regulated environment
- Strong understanding of complaint handling frameworks, governance practices, and customer resolution processes
- Experience analysing trends, risks, and performance data to drive continuous improvement initiatives
- Solid 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

What's on offer? ​Learn about SG Fleet's employee value proposition here - https://youtu.be/j07XRviL-WM

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