Join a movement in which everyone can win. We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.
Founded five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of the world's best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.
Afterpay is completely free for customers who pay on time – helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.
We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.
The Role
Reporting to the Global Complaints Leader, you will manage the EDR or external complaints team for the ANZ region, managing a team of 5 specialists who resolve AFCA and FDRS complaints. The team members are all in Melbourne remote, and 1 in NSW, so you must be able to engage the team both remotely and in-person. You would be responsible for being knowledgeable in AU regulations as it relates to complaints, and have strong analytical skills to be able to mitigate complaint trends.
This role will be based in Melbourne, AU with hybrid working arrangements.
You Will
- Support your team to deliver on a complaints model that looks to achieve a customer centric experience, establish performance expectations and monitor for daily improvement, assure training is continuously maintained, audit performance and staff records to assure compliance with policy and procedure
- Provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve.
- Understand complaint drivers, be able to dissect complaint data to transfer insights into an actionable execution plan.
- Be able to present insights which represent both the customer experience / journey, as well as commercial outcomes / opportunities.
- Establish and maintain strong engagement with external complaint and regulatory bodies to ensure a customer centric experience aligned to the Afterpay values.
- Maintain up to date knowledge of industry trends and technical developments within the complaints and BNPL industry.
- Serve as subject matter expert in complaint processing and understanding of global regulatory requirements
- Prepare and present reporting for stakeholders on complaint volumes, complaint categories and insights from internal and external dispute resolution.
- Analyse complaint data, report on trends to the business, and make recommendations to improve processes.
- Evaluate and reengineer processes to ensure the best possible outcomes for the customer and business, as well as the ability to solve complex problems.
- Operate within the standard operating procedures and promote compliance across all touchpoints and teams with a solid understanding of relevant legislation, guidelines and industry.
- Identify and address challenges impacting staff's ability to adequately evaluate complaints within a standardized process
- Be involved in / leadership of regulator requests for information in conjunction with Legal/Compliance
- Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved
- Own and maintain workforce models, training plans, and staff recruiting onboarding and offboarding
- Lead team performance and oversight of staff's performance and development
- Lead and develop a team, providing direct staff member supervision and ongoing coaching
- Drive a culture of continuous improvement within the complaints function
- Lead projects or other ad hoc tasks related to complaint management and be flexible to work with support partners globally.