Head of Complaints & Customer Advocacy

SG Fleet

Sydney

On-site

AUD 140,000 - 210,000

Full time

4 days ago

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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.