Senior Complaints & Customer Experience Leader

SG Fleet AU; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

SG Fleet AU is seeking a seasoned leader to head the Complaints team, guiding the end-to-end management of customer complaints with fairness, timeliness, and a strong customer focus. You will drive governance, quality outcomes, and continuous improvement across the function while ensuring compliance with regulatory obligations.

In this role you will mentor and develop the team, handle complex and escalated cases, analyse trends and risks, and partner with operations to address systemic issues

Qualifications

• 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 operating within a regulated environment with complex, escalated, or sensitive customer matters.
• Strong understanding of complaint handling frameworks, governance practices, and customer resolution processes.

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.
• Analyse complaint trends, root causes, customer feedback and emerging risks to identify improvement opportunities, develop recommendations and provide meaningful insights to senior leadership.
• Partner with operational and business leaders to resolve systemic issues, drive continuous improvement initiatives, and enhance customer experience through sustainable, customer-focused solutions.

Skills

Complaints leadership

People leadership

Regulated environment

Governance frameworks

Data insight analysis

Stakeholder engagement

Communication skills

Regulatory compliance

Workload management

Job description

SG Fleet AU is seeking a seasoned leader to head the Complaints team, guiding the end-to-end management of customer complaints with fairness, timeliness, and a strong customer focus. You will drive governance, quality outcomes, and continuous improvement across the function while ensuring compliance with regulatory obligations.

In this role you will mentor and develop the team, handle complex and escalated cases, analyse trends and risks, and partner with operations to address systemic issues