Customer Relations Manager at Commonwealth… · Sydney

Customer Relations Manager Location: Sydney CBD Area * This is a 12-month secondment if internal to CBA/fixed-term contract if external to CBA. At Group Customer Relations (GCR), we’re the centre of excellence for complaint resolution at CBA. Our mission is to deliver fair, timely outcomes for customers while driving meaningful change across the Group. We manage escalated and complex complaints, provide insights to prevent future issues, and influence improvements that enhance the customer experience. GCR handles complaints across CBA’s diverse product suite—home, personal and business lending, financial advice, banking products, scams and disputes, as well as our digital platforms like NetBank, CommBank App, and CommBiz. We work flexibly in a hybrid model, with the team spending a minimum of 40% of their time in the office each month. Do work that matters As a Customer Relations Specialist or Customer Relations Manager, you’ll play a critical role in delivering an exceptional resolution experience for our customers. You’ll investigate and resolve complaints with care and precision, while proactively identifying opportunities for business improvement and protecting the Group from emerging risks. This is a role where your insights and relationships will make a real difference. See yourself in our team You’ll join one of two specialist teams within Group Customer Relations (GCR): Critical and Complex Complaints Team The Critical and Complex Complaints Team manages high‑risk, sensitive, and escalated matters involving complex legal and regulatory issues, including disputes referred from Executive Offices, Group Marketing, Group Legal, Government Affairs, the Australian Financial Complaints Authority (AFCA) and other external stakeholders. The team also provides specialist support to customers experiencing vulnerability, ensuring complaints are handled with empathy, urgency, and consistency. Operating in a dynamic regulatory environment, the team delivers proactive, detailed, and customer‑centred outcomes, supported by comprehensive training and multidisciplinary collaboration to confidently respond to diverse and complex customer needs. Collections Team The Collections Team is responsible for investigating and resolving internally escalated customer complaints, matters referred by the Australian Financial Complaints Authority (AFCA), and complaints submitted on behalf of customers by Financial Counsellors. The team manages complex cases involving financial hardship, lending concerns, credit reporting issues, and matters requiring a high level of care, discretion, and sensitivity—particularly where customer vulnerability is present. You’ll be joining a supportive, motivated, and customer‑focused team united by a strong sense of purpose and a commitment to improving the financial wellbeing of our customers and the wider community. Key responsibilities of the role include Efficient investigation and resolution of internal complaints. Developing networks and relationships with colleagues to solve problems, escalate customer issues of contention and influence outcomes. Contribution to continuous improvement ideas and processes to refine the customer experience. Engaging and providing feedback to key stakeholders within the Group on opportunities for process and product improvements. Understanding community expectations and having a risk-conscious mindset when investigating the issues raised. Negotiating with customers and/or their advocates and internal staff to achieve timely and fair resolutions. Commitment to an outstanding customer experience. We're interested in hearing from people who have Strong customer focus and experience in customer-facing roles. Exceptional negotiation and communication skills (verbal and written). A commitment to fairness and ethical decision-making. Excellent time management and prioritisation skills. Experience in Collections, Banking, Scams, Legal, Wealth, Financial Advice, or Insurance (highly regarded). Background in major dispute resolution and complex complaint management. Creative problem-solving and process improvement mindset. Resilience and adaptability to manage complexity and challenging interactions. If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 18/05/2026