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
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
Robust understanding of complaint handling frameworks, governance practices, and customer resolution processes
Experience analysing trends, risks, and performance data to drive continuous improvement initiatives
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
What's on offer?
Learn about SG Fleet's employee value proposition here - j07XRviL-WM
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📌 Complaints Manager (Sydney)
🏢 SG Fleet
📍 Sydney