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| POSITION DESCRIPTION | BANKING & FINANCE INDUSTRIES OCTOBER 2008 |
 | | Position Title: |
Customer Advocacy Team Leader |
| Position Code: | 321 | | Career Level: | 4 |
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Responsible for
Managing a team of staff to achieve the resolution of customer complaints and disputes. |
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Reports To
Customer Advocacy Manager |
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Supervises
A team of Customer Advocacy Officers. |
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Main Activities
Being accountable for the investigation and resolution of customer complaints or disputes by staff.
Liasing with internal business units to obtain information regarding the complaint or dispute.
Minimising write offs of resolutions.
Managing staff to minimise the escalation of complaints and disputes.
Monitoring trends in incoming complaints and disputes.
Rostering and training of staff.
Identifying and escalating potential breaches of internal and external policies and codes.
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Key Skills
Excellent interpersonal and customer service skills.
Excellent negotiation, mediation and problem solving skills.
Ability to make fair and impartial decisions.
Knowledge of internal products, services and systems.
Knowledge of external dispute resolution processes, legislation and Codes of Practice.
Effective management and motivation skills.
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Internal Contacts
Customer Advocacy Managers, Customer Advocacy Officers, other departments. |
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External Contacts
Customers. |
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Typical Experience
At least 5 years experience in customer service or banking, with experience in negotiation, mediation and management. |
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