Do work that matters
At Group Customer Relations (GCR), we’re the centre of excellence for complaint resolution at CBA. Our mission is to deliver fair, timely outcomes for customers while driving meaningful change across the Group. We manage escalated and complex complaints, provide insights to prevent future issues, and influence improvements that enhance the customer experience.
GCR handles complaints across CBA’s diverse product suite—home, personal and business lending, financial advice, banking products, scams and disputes, as well as our digital platforms like NetBank, CommBank App, and CommBiz. We work flexibly in a hybrid model, with the team spending a minimum of 40% of their time in the office each month.
The Role.
As a Customer Relations Manager, you’ll play a critical role in delivering an exceptional resolution experience for our customers. You’ll investigate and resolve complaints with care and precision, while proactively identifying opportunities for business improvement and protecting the Group from emerging risks. This is a role where your insights and relationships will make a real difference.
Please note: We have multiple opportunities available across multiple specialist teams, and these are 12 Month Fixed Term or Secondment opportunities for our internal team members.
See yourself in our team
You’ll join one of three specialist teams within Group Customer Relations (GCR):
- Critical and Complex Complaints Team
Handles disputes involving complex legal issues and complaints escalated from Executive Offices, Group Marketing, Group Legal, and Government Affairs. This team thrives on navigating a dynamic regulatory landscape and delivering proactive, detailed outcomes for critical matters. - Critical Care Team
A multidisciplinary team focused on supporting customers experiencing vulnerabilities. We manage escalated complaints with sensitivity and urgency, ensuring those who need us most receive consistent, specialist care alongside complaint resolution. Comprehensive training and support will equip you to confidently assist customers with diverse needs. - Banking & Scams Team
Specialises in complaints related to banking products and scam-related issues. This team plays a vital role in protecting customers and the Group by resolving disputes involving fraud, scams, and complex banking matters. You’ll work closely with internal fraud specialists and external stakeholders to deliver fair outcomes and help safeguard customers against emerging threats.
Across all teams, you’ll manage complaints spanning banking, lending, wealth, advice, and insurance—often involving sensitive and complex issues.
Key responsibilities of the role include
- Efficient investigation and resolution of internal complaints.
- Developing networks and relationships with colleagues to solve problems, escalate customer issues of contention and influence outcomes.
- Contribution to continuous improvement ideas and processes to refine the customer experience.
- Engaging and providing feedback to key stakeholders within the Group on opportunities for process and product improvements.
- Understanding community expectations and having a risk-conscious mindset when investigating the issues raised.
- Negotiating with customers and/or their advocates and internal staff to achieve timely and fair resolutions.
- Commitment to an outstanding customer experience.
We're interested in hearing from people who have:
- Strong customer focus and experience in customer-facing roles.
- Exceptional negotiation and communication skills (verbal and written).
- A commitment to fairness and ethical decision-making.
- Excellent time management and prioritisation skills.
- Knowledge of Privacy functions under the Privacy Act 1988 (desirable).
- Experience in Banking, Scams, Legal, Wealth, Financial Advice, or Insurance (highly regarded).
- Background in major dispute resolution and complex complaint management.
- Creative problem-solving and process improvement mindset.
- Resilience and adaptability to manage complexity and challenging interactions.
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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