Recoveriescorp is an established leader in the receivables management sector, partnering with major clients across essential services, energy, and financial services. We are seeking an experienced Customer Relations Manager to lead our complaints, escalations, and Ombudsman engagement functions for a high-value utilities client. What You’ll Be Doing; Lead Customer Advocacy and Customer Relations teams with clear accountability for performance and outcomes. Manage complaints, escalations and Ombudsman matters end to end, meeting strict regulatory and contractual timeframes. Ensure consistent compliance with regulatory, contractual, privacy and Ombudsman requirements, supported by strong documentation and audit trails. Monitor volumes, resourcing and risk, reallocating work as needed to meet service levels and penalty thresholds. Lead regular client performance reviews. Coach teams and drive practical improvements to processes, systems and controls based on complaint trends. What You’ll Bring; Experience leading complaints, escalations or advocacy functions in regulated environments - energy, telco or government Proven people leadership in KPI-driven, customer-facing teams Strong understanding of Ombudsman processes and regulatory requirements High attention to detail with the ability to manage competing priorities Confidence applying compliance and contractual obligations in practice The Mindset You’ll Bring; Bias to Action: You do not wait for issues to escalate. You anticipate risk, act early, and ensure nothing falls through the cracks. Detail Obsessed: You understand that small oversights can have regulatory, financial, and reputational consequences, and you operate accordingly. Resilient and Composed: You remain calm, professional, and grounded under pressure, even in challenging interactions. Accountable Leader: You own outcomes end to end and expect the same discipline from your team. Process and Governance Focused: You value structure, consistency, and evidence-based decision-making in complex environments. What’s in it for you; Competitive salary aligned to experience A leadership role with genuine accountability and operational influence Exposure to complex regulatory environments and senior client engagement Long-term career stability within a well-established Australian organisation Apply today or reach out to danielle.stanton@symbos.com.au for more information. We are a Circle Back Initiative Employer – we commit to respond to every applicant. About Us; Recoveriescorp, part of Symbos Group, has been operating in the contact centre space for over 30 years. Our mission is to help communities build financially sustainable futures through successful and socially responsible credit experiences and we’re pleased to see our people live this mission everyday! We understand that in order to achieve our mission, we must engage a workforce that represents the diverse communities and customers we support across Australia and New Zealand. That’s why we are committed to ensuring everyone is treated fairly, with respect and provided with inclusive and equal employment opportunities. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples; people from culturally diverse backgrounds; people with disabilities and all members of the LGBTQIA community.
