Complaints Manager

SG Fleet; Sydney; On-site; AUD 140,000 - 210,000; Full time

Job summary

SG Fleet in Sydney seeks a seasoned leader to head the Complaints team, overseeing customer complaints across the business to ensure fair, timely and compliant resolutions. The role identifies underlying trends, risks, and opportunities for improvement while driving governance, quality outcomes and continuous enhancement of the complaints function.

The successful candidate will provide strategic oversight, coach a high-performing team, and partner with stakeholders to elevate customer experience

Qualifications

• Experience leading a customer complaints, dispute resolution, or case management function.
• Strong governance, risk, and regulatory awareness in complaint handling.
• Proven ability to analyse trends and reporting to senior leadership.
• Excellent written and verbal communication with cross-functional influence.

Responsibilities

• Build and lead a high-performing Complaints team with coaching and development.
• Provide strategic oversight of end-to-end complaints, ensuring fair, timely resolutions.
• Lead complex, escalated, and high-risk complaints with robust decision-making.
• Analyse trends and risks to identify improvement opportunities and report insights to executives.
• Partner with operations and business leaders to drive systemic fixes and customer experience enhancements.
• Ensure compliance with regulatory obligations and organisational standards.

Skills

Leadership

Customer complaints

Regulatory compliance

Stakeholder engagement

Data analysis

Communication

Job description

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
• 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