Customer Relations Manager, HSBC

HSBC

Location:
Australia, Sydney

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

Save Job

Apply Position

Job Description:

The Customer Relations Manager is responsible for supporting the customer and the business to facilitate the handling of complaints using information provided by internal stakeholders, including ensuring that all questions and concerns raised in the complaint are adequately addressed. The role requires managing customer complaints, investigating complex matters, and handling escalated scenarios relating to vulnerability and internal dispute resolution cases.

Job Responsibility:

Investigating, managing and drafting responses to customer complaints to address any scam related issues along with potentially vulnerable customer complaints within SLA, RG271 guidelines and relevant regulatory timeframes
Advocating development of products/processes/policies that deliver fair outcomes for customer and providing feedback to the business for gaps identified
Collaborating with the Customer Relations Team and the Head of Customer Relations to identify themes and systemic issues from all customer complaints received
Supporting Head of Customer Relations and other Customer Relations Complaint Managers in investigating any complaint, including accessing information held in all the bank’s systems and the Complaints database
Liaising with Regulatory Compliance and Legal as part of complaint investigations and preparation of response letters. Where gaps are identified, actively participating in reporting any compliance issues that may have been identified during the complaint investigation
Tracking and reporting on CRT complaints received, conducting a thorough root cause analysis
Building and maintaining strong relationships with the team and stakeholders across all areas of the bank
Ad-hoc requests as and when required

Requirements:

Strong experience within Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints management, predominantly within Banking and Finance industry ore related field
In depth knowledge of related Regulatory and ASIC guides, e-payments Code, Banking Code and AFCA processes
High level of resilience, ability to adapt to changing environments and able to handle new situations including dealing with customers who may be experiencing vulnerability
Ability to demonstrate a variety of soft skills (verbal, written communication and organisational) and inter-personal skills including empathy
Demonstrated ability to build and maintain strong internal and external relationships with all stakeholders, internally and externally
Excellent investigation and analytical skills, creativity with a willingness to take initiative
Team player with self-confidence, able to use own judgement to prioritise complex workloads and work to tight deadlines

What we offer:

Tailored professional development opportunities
Competitive pay
Embedded flexible working culture
Market-leading subsidised private health cover
Enhanced parental pay and support when returning to work
Subsidised banking products and services
Bonus leave days
Wellness programmes including discounted gym memberships

Additional Information:

Job Posted:
August 18, 2025

Expiration:
September 01, 2025

Employment Type:

Fulltime

Work Type:

On-site work

View All Jobs In This Company

Job Link Share:

Customer Relations Manager

HSBC

Location:Australia, Sydney

Category:Customer Service

Contract Type:Employment contract