Customer Experience & Insights Consultant

BOQ Group; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible working arrangement

Discounted financial products

Salary sacrificing options

Paid parental leave with no minimums

Purchase additional annual leave

Discounted private health insurance

Employee Assistance Program (EAP)

Access to employee network groups

Pride in Diversity membership

Job summary

BOQ Group is seeking a Customer Relations Consultant on a 12-month contract in Melbourne to help listen, support and learn from customers, turning insight into better experiences. You will manage complaints under BOQ's policy and RG 271, collaborate with teams across the Group, and contribute to continuous improvement, ensuring customers are heard and respected.

A genuine people-person who communicates clearly, stays composed under pressure, and applies sound judgement will fit well and have

Qualifications

• Natural people-person with empathy, professionalism and a calm approach.
• Experience in banking or financial services, particularly customer-facing roles.
• Experience handling IDR complaints under RG 271 and BCOP is a bonus.
• Strong judgement, ability to connect with customers.
• Clear communication, composure under pressure, willingness to improve processes.

Responsibilities

• Manage complaints in line with BOQ Group's Complaints Policy and RG 271/BCOP.
• Collaborate with teams and leaders across the Group to share insights, identify trends and drive continuous improvement.
• Capture feedback to shape better products, smoother processes, and more meaningful customer experiences.

Skills

Empathy

Customer service

Analytical thinking

Clear communication

Calm under pressure

Job description

BOQ Group is seeking a Customer Relations Consultant on a 12-month contract in Melbourne to help listen, support and learn from customers, turning insight into better experiences. You will manage complaints under BOQ's policy and RG 271, collaborate with teams across the Group, and contribute to continuous improvement, ensuring customers are heard and respected.

A genuine people-person who communicates clearly, stays composed under pressure, and applies sound judgement will fit well and have