As the Case Manager, Systemic Customer Issues you will have a passion for advocating for the interests of customers, engaging with the business, and developing practical solutions. You will drive the Group to identify and resolve systemic issues arising from complaints by thinking critically, applying data analysis, being determined and purposeful, driving accountability and excellence in review of issues, and constructive problem solving.

This role will be available as a 12-month secondment (internally) or as a max term agreement (externally).

See yourself in our team

The Systemic Customer Issues team is based in our Eveleigh offices and is focused on guiding our businesses to promote fair customer outcomes. We proactively look for areas where there is the potential for customer concerns to arise and take action through: 

Systemic Customer Issues, being issues impacting customers identified from complaints; and

Investigating and working across the Group to respond to potential systemic customer issues raised by AFCA.

Key responsibilities of the role include

• Identifying, assessing and responding to potential systemic issues identified internally or by bodies such as the Australian Financial Complaints Authority.
• Autonomously managing cases in a timely and efficient manner. 
• Proactive investigation of potential systemic issues, exploring complex questions, and working with business unit stakeholders to find root causes and develop solutions to prevent future issues for customers.
• Developing recommendations and effective written responses regarding potential and confirmed systemic issues.
• Constructively reviewing and challenging in a way that inspires others to champion the interests of customers and consider the ‘should we’ question.
• Problem solving to cut through complex problems to find practical solutions.
• Delivering relevant and quality reporting to senior stakeholders on systemic customer issue insights.

We're interested in hearing from people who have

• Demonstrated experience in presenting to, influencing and managing stakeholders and building strong working relationships.
• Curiosity and strong problem-solving skills, with the drive to investigate issues thoroughly, and provide sound recommendations.
• Bachelor's degree or higher, with legal qualification and expertise highly regarded.
• Customer focus, empathy and compassion.
• Excellent agile and critical thinking and investigation.
• Commercial acumen and a strong team ethic. 

Advertising End Date: 15/03/2026