Manager, Customer Advocacy, Culture And Complaint Resolution

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Manager, Customer Advocacy, Culture and Complaint Resolution

Auckland

Permanent Full Time

Insurance, Strategy, Corporate & Professional Services

At Suncorp New Zealand, we're on a mission to make every customer interaction meaningful — and we're looking for a passionate Customer Advocacy, Culture and Complaint Resolution leader to help us make that happen.

In this pivotal leadership role, you'll drive customer-centric strategies that inspire advocacy, empower teams, and create exceptional outcomes for our customers, every day.

This role encompasses a broad range of customer centric activities, from complaint resolution through to our engagement and conversion framework with our customers used by our front-line staff, in this role you will have a tangible say in the delivery of brilliant outcomes for our customers and distribution partners.

What You'll Do :

Manage Vero's overall approach to complaint resolution, with direct oversight on escalated and external complaints.

Manage Vero's Complaints Resolution and Customer Experiencing Vulnerability programmes and related governance, policies and standards.

Champion Customer-Centric Strategies : Design and deliver advocacy programs that reward loyalty, strengthen trust, and embed a customer-first mindset across Suncorp NZ.

Lead and Inspire : Manage a team of experienced leaders and specialists supporting both frontline teams and customers who need vulnerable support or management of an escalated complaint through to resolution.

Lead Change : Elevate our maturity in supporting vulnerable customers, managing complaints, and handling complex customer situations with empathy and best-practice excellence.

Drive Improvement : Implement metrics, insights, and frameworks that measure and elevate our customer culture and advocacy impact.

Empower Others : Develop training programs and tools to help teams live and breathe our customer-centric values.

What We're Looking For :

Proven leadership experience managing cross-functional teams and guiding transformational change.

Deep expertise in customer advocacy, complaints management, or customer experience within complex organisations.

Strong communication, stakeholder management, and change leadership skills to influence at every level.

High emotional intelligence and empathy, especially when supporting vulnerable customers.

Analytical, data-driven mindset with a passion for identifying root causes and delivering better outcomes.

Familiarity with industry regulations, CRM systems, and complaints management tools.

What we offer :

Competitive salary and discretionary annual bonus

Flexible leave of up to 4 days per year in addition to annual leave

Free life, salary continuance and trauma insurance cover

Discounts on Vero and Southern Cross medical insurance

$250 annually towards wellness activities

Ongoing learning and development opportunities

Positive, inclusive team environment where we welcome individuality and celebrate diversity

Flexible work arrangements embracing a healthy work / life balance

About Suncorp New Zealand :

We're proud to be a part of the Suncorp Group family alongside some of Australia and New Zealand's most trusted names in insurance – working together to bring about faster, simpler and better outcomes for our customers and corporate partners.

Our commitment to strong, supportive partnerships extends to our people as well, and the opportunities and support we provide to help you thrive in your career with us.

And with a shared customer-obsession and the digital capabilities to make a genuine difference, you'll see the meaningful impact you can make for our customers and communities, while watching your own career shine too.

At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected.

We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.

If you require more information or any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact

• for a confidential conversation.

If this role sounds like the perfect fit for you, apply online today!

Advertised : 17 Nov

Applications close : 16 Dec

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