Customer Resolutions Specialist
2 weeks ago
**Job Overview & Purpose**:
The purpose of the Customer Resolutions Specialist is to assist the Customer Resolutions Manager in fulfilling the following responsibilities across all business units in New Zealand:
- End-to-end management of Customer Complaints (From the point the complaint is raised through to resolution)
- the thematic review of customer feedback and/or insight data (e.g. recorded customer incidents, voice of customer surveys i.e. Big Ears) to analyse and determine emerging trends in root causes of complaints and/or feedback; assign actions to the business to address common or reoccurring themes with a view to reducing the likelihood of a future reoccurrence; providing feedback and/or coaching to business units on process and practice improvement and where required oversee the provision of training or process coaching to embed improvements or changes to the management of customer feedback or complaints or controls.
- Preparation of reports for the CEO and Board on customer incident/feedback, management of complaints and areas of progress.
- Engagement of Rabobank’s client councils to gain independent client feedback on Rabobank products and services.
The role of Customer Resolution Specialist will initially focus on reviewing and analysing feedback received from clients to ensure meaningful reports are being provided to internal and external stakeholders. The Customer Resolution Specialist will also be a resource for staff who have questions about using the Customer Feedback Management system.
This role will extend to include tasks currently allocated to the Customer Resolutions Manager such as assessing complaints for potential systemic issues, becoming an escalation point for difficult complaints and providing adequate complaint handling training to staff.
Context of Job:
Globally, Rabobank has clients in more than 35 countries, served through Rabobank’s global office network and online platforms. Its clientele includes the largest multinationals, top financial institutions but also local retail clients. Rabobank New Zealand employs approximately 300 employees in New Zealand.
As a global cooperative, Rabobank’s purpose is to enable clients to feed the world and sustainably achieve their goals and aspirations. Rabobank’s vision is to own the Food and Agribusiness space, enabled through six strategic priorities:
1. Understand our clients and the value chain to add maximum value;
2. Leverage our knowledge to drive our impact;
3. Grow our business;
4. Be commercial and in control;
5. Empower employees who live the standards; and
6. Execute fast and efficiently.
Industry best practice and the Treating Clients Fairly principles requires Rabobank NZ to have sufficient resources to correctly capture and efficiently manage customer complaints and assess complaints to identify and address systemic issues. The Customer Resolutions Specialist will support the Customer Resolutions Manager to achieve this requirement.
This is a 12-month opportunity to cover maternity leave.
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