Complaints Resolution Consultant

Purpose of the Role To provide high-quality complaint resolution and client servicing support for complex and sensitive matters, through the delivery of clear, professional written communication, and the continuous enhancement of the client experience. The role ensures compliance with Glacier standards, Treating Customers Fairly (TCF principles), collection policies and relevant legislation, while supporting Ombudsman and escalated dispute resolution processes through detailed analysis and resolution recommendations. This role is based in Rosebank and has a dual reporting line to the Glacier Client Relations Manager and the GPAF Call Centre Manager. Overview of Role Responsibilities (Level 1-13) Customer Service - Level 5 - Application Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues. Product/Service Information - Level 5 - Application Provide advanced product/service information and respond to complex customer questions about the product/service. Resolving Customer Issues - Level 5 - Application Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required. Ensures compliance with collection policies and procedures. Supports the Ombudsman by reviewing disputed accounts, providing detailed account analysis, explaining collection actions taken, and assisting with resolution recommendations for escalated cases. Customer Relationship Management (CRM) Data - Level 5 - Application Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate. Customer Relationship Management / Account Management - Level 5 - Application Develop and implement a customer contact plan to communicate product launches and engage the customers in relevant sales campaigns. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response. Required Skills Masters Service Conversations - Fully Competent Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance. Navigates Customer Challenges - Fully Competent Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance. Builds Customer Loyalty - Fully Competent Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance. Strengthens Customer Connections - Fully Competent Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance. Customer Service Delivery - Fully Competent Works with full competence to deliver required services to customers to the required standards. Typically works without supervision and may provide technical guidance. Maintains the Relationship - Fully Competent Works with full competence to cultivate and sustain positive interpersonal connections, fostering trust, collaboration, and effective communication to support enduring professional relationships. Typically works without supervision and may provide technical guidance. General Experience Experienced practitioner able to work unsupervised (Minimum 3 years) Managerial Experience Not applicable Education Undergraduate Degree / Honours Tertiary Degree Required Behavioural Competencies Communicates Effectively Manages Complexity Ensures Accountability Customer Focus Action Oriented Interpersonal Savvy