Complaints Officer at Brighte

Credit, Full Time, Permanent, Sydney, NSW sydney full-time
Posted a month ago

Brighter Together

At Brighte, we believe every Australian deserves access to a sustainable and comfortable home. How do we help Australian’s achieve this? We build innovative mobile and web platforms, responsible and seamless financial solutions, and relationships with customers and vendors that last. Our addressable market is massive and rooted in a positive mission that empowers Australian’s and the growing and critically important sustainability market. 

We have been recognised for our incredible work in diversity and inclusion and have a leadership team that is passionate about building a high-performing culture where people feel a sense of belonging. If you’re keen to work for a mission-driven company, with smart people who live and breathe Brighte’s values, have a read below.

The primary purpose of this role is to assist the complaints manage in the complaints handling process, along with delivering analytics and reporting of complaints data.

What You'll Do

  • To act as a customer champion when investigating complaints received from all channels both internal and external to Brighte
  • Look to resolve complaints through policies and procedures with the aim of providing prompt and quality end to end resolution
  • Managing the adherence to the standard turnaround time, tracking and reporting all written complaints received for Management awareness
  • Work in partnership with stakeholders to drive the businesses in ensuring a consistent and effective complaint handling process is in place
  • Ensure effective governance and oversight of the ‘customer concerns/complaints’ across the key product and business forums
  • Effective partnership with Compliance to proactively identify and manage the regulatory risk for the business
  • Responsible for reports to management on complaint statistics, trends, escalations, and other timely information
  • Who You Are

  • Ability to influence others and excellent stakeholder management skills
  • Ability to work with ambiguity and to deliver results under pressure
  • Have excellent critical-thinking, communication (written and oral) and interpersonal skills to be able to evaluate and suggest solutions and manage client and business expectations
  • Place the customer at the centre of all actions
  • Have in-depth knowledge on Brighte’s service values and culture
  • Strive to excel and provide superior service and results for our customers and our shareholders.
  • Perform in a high-energy fast paced environment with tight deadlines
  • Be meticulous in work and diligent in follow-ups to effective closures
  • Strong critical thinking and problem solving skills, including the ability to analyse operational and financial impact of various alternatives and risk mitigation approaches
  • Confidence to operate in a principled manner, focused on effective decision making
  • Ability to manage multiple stakeholders and ensuring an engaged interaction to influence and drive business recommendations
  • Understanding of relevant regulatory legislation under the Australian Securities and Investments Commission Act (2001) (ASIC Act), Competition and Consumer Act, The Anti-Money Laundering, and Counter-Terrorism Financing Act and Privacy Act;
  • Why Brighte

  • Employee Share Options. We want to build a successful company which means sharing the potential upside together.
  • Flexible working. It's all about balance so feel free to work from home when you need to.
  • Generous Parental Leave Policy. We couldn't get where we are today without our families.
  • Diversity and Inclusion. Winning Best Workplace Diversity award at the 2020 Finnies.
  • Employee Assistance Program. For confidential financial, work, relationship, or wellbeing support.
  • Recognition and Reward Brighte Stars program. We drive a culture of recognition and celebration by shining a light on our accomplishments and everyday victories.
  • Nutritious food. A well-stocked pantry including free breakfast, daily fresh fruit, espresso coffee, yoghurt, Tim Tams and many more snacks to make work feel a little more like home. We've also got kombucha, beer, and wine on tap.
  • End-of-Trip Facilities. Cycle in to work, lock up your wheels, and have a shower in our end of trip facilities with towel service and hair dryers.
  • We’re a high performing team and proud to be backed by investors who believe in our mission and the opportunity we have ahead of us. Airtree Ventures, Mike Cannon-Brookes’ Grok Investments, Kim Jackson and Scott Farquhar’s Skip Capital as well as Qualgro Partners continue to help us scale our teams and products. 

    We’re recognised as one of Australia’s leading fintech companies, having been ranked the 6th fastest growing Technology Business in Australia in the Deloitte Fast 50/500 (2020) and winning the inaugural Finder Green Award (2020). We’ve also been recognised as a leading FinTech by the Australian Financial Review, Fintech Business Awards and KPMG.