Customer Experience & Insights Consultant

BOQ; Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible working arrangements

Discounted financial products

Paid parental leave

Annual leave purchase

Private health insurance

Employee Assistance Program

Employee networks

Pride in Diversity

Job summary

BOQ Group in Melbourne is seeking a Customer Relations Consultant on a 12-month contract to drive customer advocacy and insights. You’ll manage complaints in line with RG 271 and contribute to service improvements.

You’ll collaborate across teams to turn feedback into action, support customers with empathy, and help the business deliver better outcomes in a dynamic banking environment.

Qualifications

• Experience in customer-facing environments within banking or financial services is preferred.
• Experience handling IDR complaints under RG 271 and BCOP is a bonus.

Responsibilities

• Manage customer complaints in line with policy and regulatory requirements.
• Identify trends from feedback to support continuous improvement across the Group.
• Collaborate with teams to drive better customer experiences and outcomes.

Skills

Customer service

Complaint handling

Data analysis

Job description

BOQ Group in Melbourne is seeking a Customer Relations Consultant on a 12-month contract to drive customer advocacy and insights. You’ll manage complaints in line with RG 271 and contribute to service improvements.

You’ll collaborate across teams to turn feedback into action, support customers with empathy, and help the business deliver better outcomes in a dynamic banking environment.