Customer Care Retail Resolutions Case Manager

We are searching for customer service superstars to join our team as a Retail Resolutions Case Manager. We have 1 x permanent and 1 x 15month secondment available.

As a Customer Care Retail Resolutions Case Manager, your role will be to manage and resolve customer complaints to achieve fair and timely outcomes. Our case managers will build trust and confidence with our customers and the community. 

WHAT YOUR ROLE WILL INVOLVE

• Analysing and investigating customer complaints and responding and resolving issues in a timely and fair manner  
• Negotiating directly with customers as well as key internal stakeholders to achieve timely resolution 
• Identifying systemic issues and any compliance concerns arising from investigations 
• Identifying, driving and delivering continuous improvement and efficiency enhancements to ensure the fair and timely resolution of complaints. 

WE’RE INTERESTED IN HEARING FROM YOU IF YOU ARE

An energetic and motivated individual with a passion for delivering exceptional customer service.

You will also have:

• Strong personal and customer service abilities with a passion for providing solutions 
• An understanding and previous exposure to the complaints management process 
• Experience and commitment in driving excellence and quality customer outcomes in an operational environment 
• A continuous improvement and risk mindset  
• Self-motivated with the ability to work independently

Office hours are 8am to 4:30pm.

If this sounds like you, please apply!

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

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