Customer Relations Team Lead

What You'll Do

• Lead and manage the Customer Relations Team, Brighte’s Dispute Resolution function, ensuring high performance, capability development, and wellbeing.
• Direct and oversee the resolution of complex and high-risk complaints across credit products and third-party vendors, ensuring dispute resolution is handled in accordance with relevant legislation, industry codes, and regulatory expectations.
• Represent the company in external dispute resolution forums (e.g., AFCA) and regulatory investigations.
• Maintain up-to-date knowledge of regulatory changes and ensure team compliance, consistency in communication, documentation.
• Define and execute the strategic direction of the complaints function and identify opportunities to improve complaint handling processes, customer experience, and risk mitigation.
• Lead initiatives to address systemic issues and embed a culture of learning and accountability.
• Collaborate with cross-functional teams to ensure complaints insights inform product, service, and policy improvements.
• Provide regular reports to leadership and the Board on complaint volumes, trends, root causes, risks and resolution performance and present data insights to management committees.
• Develop and maintain standardised templates, workflows, and procedures for consistent complaint handling.
• Lead the implementation of AI tools to automate complaint triage and categorisation, support sentiment analysis and risk flagging, and enable predictive analytics and trend identification and work with internal teams to integrate complaints data into systems and dashboards.

What You'll Bring

• Bachelor’s degree in Business, Law, Risk Management, or a related field
• 5–7+ years of experience in complaints handling, customer relations, or regulatory affairs
• Experience in a regulated industry (e.g., financial services, energy, insurance)
• Postgraduate qualifications or certifications in Compliance, Risk, or Dispute Resolution (highly regarded)
• You bring solid experience with strategic leadership and team management
• A deep understanding of complaint handling frameworks and regulatory obligations (e.g., ASICRG 271, AFCA)
• Strong communication and stakeholder engagement skills
• Skilled in driving continuous improvement
• Experience with complaints systems and AI tools (e.g., auto-triage, sentiment analysis) is highly advantageous

What's in it for you?

• Flexible working arrangements to suit individual needs and a hybrid work model. Our office is designed for collaboration, creativity and balance between office engagement and remote flexibility. Our in-office days are Monday through Thursday (4 days), with Friday as a remote day.
• Free lunch! Yes, there is such a thing! Kickstart your week with our Monday Mingle meaning lunch on us and great company. From tacos, to sushi, to charcoal chicken, it's a delicious way to catch up, unwind and connect.
• Get social. We host a range of social activities at Brighte. A fan-favorite being our weekly Thursday social event, where you can catch up with colleagues over a drink, snack and a game of table tennis.
• We want our employees to share in Brighte’s success. You will be given an opportunity to join our Employee Share Option Plans (ESOP).
• Snacks galore – who doesn’t love that? Our thoughtfully stocked pantry includes snacks to suit your every mood. Fresh bread, protein bars, popcorn, fresh fruit, chocolate, soy crisps, cookies – you name it! We also offer a carefully curated collection of wines and beer on tap for those looking to unwind or enjoy a social moment.
• End-of-trip facilities. Cycle in to work, lock up your wheels and have a shower in our end-of-trip facilities, which come complete with towel service and hair dryers.
• Anniversary leave - your dedication at Brighte won’t go unnoticed. Enjoy an extra day to celebrate your work anniversary with us.