Customer Relations Consultant - IDR
Bank of Queensland · Melbourne, Australia · 5h ago
About the role
Are you someone who genuinely cares about creating great customer experiences and is ready to take the next step in your banking career? This Customer Relations Consultant opportunity is a 12-month contract where you’ll play a meaningful part in how BOQ Group listens to, supports, and learns from its customers and you'll be able to put your experience in IDR on show.
These role goes beyond resolving complaints. You’ll be at the centre of our customer experience journey, working closely with teams and leaders across the Group to share insights, identify trends, and help drive continuous improvement. Every interaction you manage contributes to better outcomes—not just for our customers, but for the way we operate as a business.
You’ll manage complaints in line with BOQ Group’s Complaints Policy and Procedure and regulatory requirements under RG 271, ensuring customers feel heard, respected, and supported. Along the way, you’ll capture valuable feedback that helps shape better products, smoother processes, and more meaningful experiences across the Group.
If you’re curious, driven, and motivated to grow, this role offers the chance to build capability, deepen your understanding of customer advocacy, and make a real impact in a team that truly values what you bring.
About you
You’re a natural people‑person who brings empathy, professionalism, and a calm approach to every interaction. You enjoy working as part of a team and take pride in helping customers navigate challenging situations with confidence and care.
You’ll likely have experience in banking or financial services, particularly in customer‑facing environments such as branches or service teams. Experience handling IDR complaints under RG 271 and BCOP is a bonus, but not essential—we’re more interested in your mindset, judgement, and ability to connect with customers in a meaningful way.
You’re comfortable thinking analytically, making sound decisions, and balancing empathy with outcomes. You communicate clearly, stay composed under pressure, and aren’t afraid to ask questions or seek better ways of doing things.
If you’re someone who wants to grow, learn, and be part of a supportive team that values customer advocacy and continuous improvement, you’ll feel right at home here.
About us
BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.
Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.
BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
Our perks
At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.
Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:
Flexible working arrangement - Balance your work and personal life with ease.
Discounted financial products - Enjoy exclusive rates on our financial services across the Group.
Salary sacrificing options - Maximise your take-home pay with our salary packaging options.
Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.
Purchase additional annual leave - Need more time off? You can buy extra leave days.
Discounted private health insurance plan - Take care of your health with our special rates.
Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family
Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.
We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!
How to apply
To apply for this role, follow the links.
BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.
If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.
Please no agency applications.