National Customer Resolutions Manager

P&C Partners Pty Ltd; Brisbane; Vor Ort; AUD 180.000 - 240.000; Vollzeit

Zusammenfassung

P&C Partners Pty Ltd is seeking a National Customer Resolutions Manager to own the final escalation point for complex complaints across the national network. This senior role requires credibility with executive stakeholders and the ability to drive cross-functional accountability without direct authority.

Reporting to the COO, you will build escalation frameworks, analyze root causes, and lead systemic improvements while ensuring compliance with consumer laws and company policies across

Qualifikationen

• Senior leadership experience in a regulated environment.
• Proven ability to drive cross-functional accountability without direct authority.
• Data-driven approach to root-cause analysis and improvement.
• Knowledge of consumer law and compliance in resolution processes.
• Strong ability to present complex information to COO and executives.
• Experience building escalation frameworks and customer experience systems.

Aufgaben

• Own and manage resolution of complex, escalated complaints across the national network.
• Lead development and execution of complaint resolution strategies and systemic improvements.
• Collaborate with technical, legal, aftersales, product and service teams to resolve concerns.
• Develop and implement escalation management frameworks across the network.
• Monitor complaint trends and drive corrective actions with relevant departments.
• Advise the COO and leadership with insights and recommendations.
• Report KPIs, sentiment, and resolution effectiveness monthly to the COO.
• Ensure compliance with consumer law and company policies across processes.
• Utilise data and customer insights to inform business decisions and improvements.
• Advocate for enhancements to the overall customer experience and brand trust.

Kenntnisse

Senior leadership

Cross-functional leadership

Data-driven mindset

Consumer law knowledge

Executive stakeholder communication

Escalation frameworks

Jobbeschreibung

There are growth stories and then there are the ones that rewrite what growth actually looks like. This business arrived in Australia just a few years ago and is now the second largest brand in the national market, finishing within a handful of units of the top position in a single month. That is not a trajectory this market has seen from a new entrant before, and it is still very much in motion.

Behind that growth sits one of Australia’s largest and most well-resourced ASX-listed groups, with billions in revenue and hundreds of locations nationally. The brand moves at pace but the group behind it is not fragile. That combination of momentum and operational scale is a rare environment to operate in, and it creates exactly the kind of complexity that makes this role both challenging and consequential.

The customer experience sits at the centre of that complexity. Product arrives in large volumes, timelines shift, and a national customer base is navigating a brand and a product category that is genuinely new to them. Managing expectations, resolving the most complex complaints and building the frameworks that protect the brand as it scales is precisely what this role has been created to do.

The Role

Reporting directly to the Chief Operating Officer, the National Customer Resolutions Manager is a newly created senior leadership role that owns the final point of escalation for complex and high-stakes customer complaints across the entire national network.

When a complaint reaches this role, it is because everything else has been exhausted. The person in this seat needs to have genuine experience handling high-complexity situations involving legal exposure, consumer law obligations and executive stakeholders. They need to be just as comfortable in a difficult room with a frustrated customer as they are presenting KPI reporting and sentiment analysis to the COO and leadership team every month.

This is also a role with a genuine mandate to build. The escalation frameworks, complaint resolution protocols and systemic improvement initiatives are being created, not inherited. For someone who wants to leave a real mark on how an organisation operates and is experienced in the customer experience space at a senior level, the opportunity here is significant.

The role has no direct authority over the technical, legal, aftersales and product teams it depends on to resolve complaints. That means influence, credibility and the ability to drive cross-functional accountability are not nice-to-haves. They are the job.

Duties will include, but not be limited to:

• Owning and managing the resolution of complex and escalated customer complaints across product, service and delivery channels nationally
• Leading the development and execution of effective complaint resolution strategies, identifying systemic issues and driving continuous improvement initiatives
• Collaborating with internal departments including technical, legal, aftersales, product and service teams to investigate and resolve customer concerns
• Developing and implementing escalation management frameworks and protocols across the national network
• Monitoring complaint trends to identify root causes and working with relevant departments to implement corrective actions
• Acting as a customer advocate at executive level, providing insights and recommendations to the COO and leadership team
• Reporting monthly and quarterly KPIs, customer sentiment analysis and resolution effectiveness directly to the COO
• Ensuring compliance with consumer law, industry standards and company policies across all resolution processes
• Using data and customer insights to inform business decisions and drive service improvements across the organisation
• Advocating for the enhancement of the overall customer experience, contributing to the long-term growth of brand trust and loyalty

About You

You have managed complex, escalated complaints at a senior level in a regulated environment, and you know what it looks like when a situation carries genuine legal exposure, executive attention and real consequences for the brand. You do not flinch in difficult rooms. You have the composure to hold the line with a frustrated customer and the credibility to walk straight from that conversation into a briefing with the COO.

You are also someone who looks beyond the individual complaint to the system behind it. You use data to identify patterns, build a compelling case for change and follow it through across functions that do not report to you. You influence through credibility and relationships, not hierarchy, and you hold people accountable to outcomes without the formal authority to do so. Someone who has operated only at first-level complaints or call centre management level will find the complexity of this role a significant step. Someone who has been here before will find it immediately recognisable.

Skills & Experience

To be effective in this role, you will likely bring:

• Proven experience managing complex, escalated complaints at a senior level in a regulated consumer environment such as automotive, insurance, financial services or telecommunications
• Strong cross-functional leadership capability and the ability to drive accountability and outcomes without direct authority
• A data-driven and systems improvement mindset, with the ability to identify root causes, build business cases and drive operational change
• Consumer law knowledge and experience ensuring compliance across resolution processes
• Confidence presenting complex information clearly and concisely to COO and executive level stakeholders
• Experience building or significantly improving escalation frameworks, complaint resolution protocols or customer experience systems
• Automotive experience is a genuine advantage here, though candidates from other regulated consumer environments with the right profile are strongly encouraged to apply.

What's On Offer

This is a career-defining seat inside one of the most remarkable growth stories in Australian business right now. The brand this role supports came within a handful of units of outselling the market leader in a single month, having launched in Australia just a few years ago. The person who builds and leads the national customer resolutions function through that growth is not stepping into a quiet backwater. They are shaping how hundreds of thousands of customers experience a brand at the most pivotal moment in its history.

The role reports directly to the Chief Operating Officer from day one, with monthly KPI and sentiment reporting going straight to the leadership table. The escalation frameworks and complaint resolution systems are being built rather than inherited, which means the person coming in has a genuine mandate to leave their mark on how the organisation operates. The backing of a major ASX-listed group with billions in revenue and hundreds of locations nationally means the resources and operational scale to do it properly are there.