BOQ Group43 jobs

Customer Relations Consultant (EDR) 12month contract

Mid levelContractHybridBrisbane St Near Melbourne St, Oxley Park NSW 2760, AustraliaPosted 4 days agoVerified 5 days ago
Pending fitX of Y criteria met

About the job

The Customer Relations Consultant – EDR plays a vital role in managing escalated customer complaints, ensuring fair outcomes that meet regulatory requirements. This job is all about guiding customers through the resolution process while collaborating with experts to make informed decisions. The team thrives on continuous improvement and values a supportive environment where everyone can bring their best selves to work.

Meet the team

About the company

  • Explore
    • Jobs
    • Companies
    • People
    • Communities
    • Hatch Hotlist 2025
  • Hiring
    • Permanent hires
    • Student placements
  • Resources
    • Blog
    • Community stories
    • Career advice
    • Customer stories
    • Help centre
  • Hatch
    • About
    • Careers
    • Contact
    • Hatch updates
    • Media enquiries
  • © 2026 Hatch
  • Privacy
  • Terms

You'll be responsible for

📋

Managing escalated complaints

Handling escalated customer complaints received through AFCA and other external dispute resolution bodies, leading thorough investigations and preparing clear responses.
👥

Collaborating with experts

Collaborating with Legal and internal experts to ensure decisions are accurate and well-informed.
🔍

Identifying trends

Identifying trends, root causes, and systemic issues to support continuous improvement in complaint management.

Key criteria

📚

Banking industry knowledge

Extensive understanding of banking regulations and compliance requirements.

View

⚖️

Experience with EDR complaints

Proven experience managing escalated EDR complaints through AFCA.

View

📝

Strong communication skills

Demonstrated ability to communicate clearly and confidently with customers.

View

View more

A meaningful career starts with a match

Apply on BOQ Group
You'll apply on an external website
Think you're a good fit?See what the hiring team are looking for

View your fit

5 criteria for this job
Banking industry knowledge
Extensive understanding of banking regulations and compliance requirements.

View

Experience with EDR complaints
Proven experience managing escalated EDR complaints through AFCA.

View

Strong communication skills
Demonstrated ability to communicate clearly and confidently with customers.

View

Analytical skills
Experience identifying trends and root causes in customer complaints.

View

Negotiation skills
Proven track record of achieving fair outcomes through negotiation.

View

Similar jobs

View all
Flight Centre
Flight Centre
Customer and Consultant Service Manager - South Bank, QLDQLD · Full-time
The Customer & Consultant Service Manager at Travel Money Group is a pivotal job that focuses on enhancing customer support and driving digital transformation. With nearly 20 years of experience in foreign exchange and prepaid travel cards, the company is dedicated to providing exceptional service to its customers. The team thrives on collaboration, accountability, and a customer-first culture, ensuring a positive experience for both customers and team members.
Service Stream
Service Stream
Head of Community & Customer RelationsEpping, VIC · Full-time
An exciting opportunity awaits as a Customer and Community Liaison Officer with Service Stream in Coburg. This job is all about leading the customer and community interface for Yarra Valley Water maintenance services, ensuring every interaction is positive and impactful. The team thrives on collaboration and is dedicated to delivering exceptional customer experiences while fostering community trust.
BOQ Group
BOQ Group
Manager Customer Relations Data & InsightsBrisbane, QLD · Sydney, NSW · Perth, WA · Melbourne, VIC · Full-time
As the Manager, Customer Relations Data & Insights, you will lead the charge in delivering customer complaints and insights that empower data-informed decision-making across the organisation. Your work will be pivotal in helping the business understand its customers better, identify opportunities for improvement, and enhance experiences. Collaboration is key, as you will work closely with various teams to translate complex data into meaningful stories that support senior leaders and drive impactful decisions.
BOQ Group
BOQ Group
Customer Relations Team LeaderOxley Park, NSW · Contract
The Customer Relations Team Leader job is a fantastic opportunity for someone who is passionate about creating exceptional customer experiences. This 12-month contract allows you to lead a dedicated team that supports BOQ Group in listening to and advocating for customers. By leveraging your experience in Internal Dispute Resolution (IDR), you will drive strong customer outcomes and enhance team performance in a collaborative environment.