Customer Service Queen, New Zealand

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ASB Bank Limited

Customer Care Manager - Early Resolve Team

  • Posted 2w ago
  • On Site
  • Full Time
Location

Wellington

Job Description

We have an opportunity for an ASB Brand champion to join our highly regarded disputes resolution team Customer Care, in the role of Customer Care Manager.

Customer Care is all about problem solving and unbeatable complaints-handling experiences. The team achieves this through the effective management of escalated complaints, together with an increasing focus on assisting vulnerable customers, front-line support, and complaint prevention.

Te tūranga | The role:

As a Customer Care Manager, you will provide specialized complaints-handling guidance and support to internal customers to assist them to resolve their customers' complaints. You will manage unresolved complaints that have escalated through the Bank's internal complaints process, and you will liaise with the Banking Ombudsman Scheme on complaints made to that office. You will also liaise with other dispute resolution schemes such as the Office of the Privacy Commissioner on complaints lodged with them.

Ō pūkenga | About you:

We attribute our complaints-handling success stories to effective customer conversations, to enable this we are looking for someone with exceptional interpersonal skills and a demonstrated ability to engage professionally and directly with people at all levels. As a Customer Care manager, you will also bring empathy and a solution mindset to the table.

Proven written communication skills are essential, while a sound working knowledge of ASB's products, services, terms and conditions, relevant legislation and an awareness of the Bank's complaints policy and procedures will be a definite advantage.

The role is varied and challenging and will suit someone with a track record in complex problem solving, pragmatic decision-making and strong negotiation and investigative skills.

If you are truly passionate about resolving complaints and ensuring our customers get an unbeatable complaint handling experience, apply online now.

He aha tāu e hoki mai ai? | What will you get in return?

Company/Culture: ASB is more than just a place to work. We want our people to grow personally and professionally.

At the heart of ASB is us; the people, working together. Our values of Caring, Passion, Integrity, United, and Courage are the characteristics that best describe who we are and what we stand for. It's our people who live and breathe our purpose, our values, and our brand every day. Join the ASB team, and together we'll continue to help our customers live life one step ahead.

Me pēhea te tono | How to apply:

If this role sounds like it might be the one for you then please click "apply"… we'd love to hear from you!

Please note that all applications must be received online via our careers site to be considered. Please see attached position description for further information.

Hard Skills Required

  • Complaint Resolution
  • Knowledge of Legislation
  • Investigative Techniques
  • Customer Care Expertise
  • Written Communication

Soft Skills Required

  • Empathy
  • Communication Excellence
  • Problem-Solving
  • Negotiation Skills
  • Decision-Making

Benefits and Perks

  • 📈
    Professional Development
  • 🤱
    Extended Parental Leave
  • 💼
    Life Insurance
  • 💸
    Payroll Giving
  • ⏰
    Flexible Work
  • ☕
    Work Café
  • 🏘
    Work from Home
  • 🧠
    Mental Health Workshops
  • 🏆
    Performance Bonus
  • 🌿
    Wellness Program
  • 🏎
    Competitive Salary
  • ⚖
    Work-Life Balance Support
  • 🍇
    Fruit Box
  • 🧕
    Inclusive Workspace
  • 🎉
    Employee Discounts and Rewards
  • 🎖
    Long Service Rewards

Job Schedule

  • Shift Work
  • Monday to Friday

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