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Customer Disputes Manager

Full Time, Permanent — Sydney, NSW

Apply now or see all openings

Customer Disputes Manager

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 Role
In this role you will be responsible for: investigating, resolving and providing high quality responses to escalated customer complaints within set timeframes, on behalf of our sales team. You will provide our vendors with a positive experience during the complaints handling process and, even if the resolution provided does not accord to the customer’s preferred resolution.

What You'll Do

  • 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
  • Manage the adherence to the standard turnaround time, tracking and reporting all written complaints received for Management awareness
  • Ensure effective governance and oversight of the ‘customer concerns/complaints’ and work in partnership with stakeholders to drive a consistent and effective complaint handling process
  • Who You Are

  • You approach things with efficiency and productivity is something you are always striving for. If there is a gap in our process or a better way of doing things you are happy to "Call the ball" and make those changes
  • Strong analytical and problem solving skills and the ability to express complex responses in a logical and easy to understand way
  • Ability to influence others and excellent stakeholder management skills whilst working with ambiguity and delivering 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
  • 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.
  • 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. 
    Apply now or see all openings
    Mix of Brighte staff and company stats Mix of Brighte staff and company stats

    Glassdoor

    Don’t just take our word for it. Here’s what people are saying on Glassdoor.

    “Simply the best place. you wont regret here. Lot of stuff to do and learn and you're free to do so.”

    Software Engineer Current Employee

    “Heaps of opportunity to grow exponentially. Working with Katherine is an experience in itself. Fast paced not startup anymore.”

    Operations Current Employee

    “Friendly people, efficient team, good career opportunity”

    Team Leader Former Employee

    “Good working environment and work-life balance.”

    Investment Manager Current Employee