Head of Customer Resolutions & Complaints Strategy

Tower; Auckland; Hybrid; NZD 150,000 - 230,000; Full time

Benefits offered by this job

26 weeks parental leave

Birthday day off

22 days annual leave + buy-up

Wellness leave

Career growth

Flexible working

Office in Auckland

Discounts on Tower products

Life insurance

Job summary

Tower in Auckland is seeking a Senior Manager, Customer Resolutions to lead and shape how we manage complex complaints, disputes and escalations across the business with a focus on fair customer outcomes and strong governance.

You will set the strategic direction for complaints management, oversee Tier 2 and Tier 3 resolutions, and partner with the Executive Leadership Team to identify customer harm and systemic issues using data insights to drive action and improvement.

Qualifications

• Experience in complaints, customer resolutions, and dispute management.
• Understanding of conduct risk and customer fairness obligations.
• Ability to lead a function and set clear expectations in a complex environment.

Responsibilities

• Lead Tower’s Customer Resolutions function and oversee Tier 2 and Tier 3 complaint resolution activity.
• Provide insights on complaints trends, customer harm and systemic issues to the ELT.
• Ensure complaints policies and governance meet regulatory expectations.

Skills

Complaints management

Customer resolutions

Dispute management

Conduct risk

Stakeholder management

Executive reporting

Job description

Tower in Auckland is seeking a Senior Manager, Customer Resolutions to lead and shape how we manage complex complaints, disputes and escalations across the business with a focus on fair customer outcomes and strong governance.

You will set the strategic direction for complaints management, oversee Tier 2 and Tier 3 resolutions, and partner with the Executive Leadership Team to identify customer harm and systemic issues using data insights to drive action and improvement.