Complaints Manager

SG Fleet AU; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

SG Fleet AU is seeking a seasoned leader to head the Complaints team, guiding the end-to-end management of customer complaints with fairness, timeliness, and a strong customer focus. You will drive governance, quality outcomes, and continuous improvement across the function while ensuring compliance with regulatory obligations.

In this role you will mentor and develop the team, handle complex and escalated cases, analyse trends and risks, and partner with operations to address systemic issues

Qualifications

• 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 operating within a regulated environment with complex, escalated, or sensitive customer matters.
• Strong understanding of complaint handling frameworks, governance practices, and customer resolution processes.

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.
• Analyse complaint trends, root causes, customer feedback and emerging risks to identify improvement opportunities, develop recommendations and provide meaningful insights to senior leadership.
• Partner with operational and business leaders to resolve systemic issues, drive continuous improvement initiatives, and enhance customer experience through sustainable, customer-focused solutions.

Skills

Complaints leadership

People leadership

Regulated environment

Governance frameworks

Data insight analysis

Stakeholder engagement

Communication skills

Regulatory compliance

Workload management

Job description

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
• 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 - https://youtu.be/j07XRviL-WM