To provide high-quality complaint resolution and client servicing support for complex and sensitive matters, through the delivery of clear, professional written communication, and the continuous enhancement of the client experience. The role ensures compliance with Glacier standards, Treating Customers Fairly (TCF principles), collection policies and relevant legislation, while supporting Ombudsman and escalated dispute resolution processes through detailed analysis and resolution recommendations. This role is based in Rosebank and has a dual reporting line to the Glacier Client Relations Manager and the GPAF Call Centre Manager.Overview of Role Responsibilities (Level 1-13)Customer Service - Level 5 - ApplicationAct as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.Product/Service Information - Level 5 - ApplicationProvide advanced product/service information and respond to complex customer questions about the product/service.Resolving Customer Issues - Level 5 - ApplicationRespond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required. Ensures compliance with collection policies and procedures. Supports the Ombudsman by reviewing disputed accounts, providing detailed account analysis, explaining collection actions taken, and assisting with resolution recommendations for escalated cases.

Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance.Strengthens Customer Connections - Fully CompetentWorks with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.Customer Service Delivery - Fully CompetentWorks with full competence to deliver required services to customers to the required standards. Typically works without supervision and may provide technical guidance.