Reporting directly to the Managing Director and Chief Executive Officer, responsible for the Customer Advocate Office function at BOQ Group which includes Bank of Queensland, ME Bank and Virgin Money Australia. To help advocate for our customers, BOQ has a dedicated Group Customer Advocate who operates independently from our business operations.BOQ's Office of the Customer Advocate is here to be the voice of our customers, ensuring they are listened to, understood and treated fairly. Helping the Bank make better decisions and providing challenge to ensure processes, products and practices are fair for customers.  
Ben Griffin is our Customer Advocate. Ben and his team operate across the entire BOQ Group with a particular focus on:* Facilitating fair outcomes with a focus on making things easier
* Identifying opportunities to improve the Bank’s products, services, systems and processes
* Advocacy and insights to deliver fairness for customers that align with community expectations
* Supporting BOQ Group customers experiencing vulnerabilityIf you’re looking to make contact regarding a personal matter with BOQ, ME Bank or Virgin Money, please do so via email - customeradvocate@boq.com.au or in writing addressed to the BOQ Customer Advocate Office, Reply Paid 2258, Brisbane Qld 4001. LinkedIn messages relating to personal banking matters will not be responded to.

Stepping Black Indigenous Corporation Australia (SBICA) is at not-for-profit, ORIC registered and DGR endorsed organisation that exists to encourage First Nations communities to strengthen cultural identity and family connections through the facilitation of programs and activities that foster positive change, builds capacity and resilience that promote good health, community wellbeing and build long lasting relationships that connect people, places, and cultures across Australia.SBICA is governed by a Board of Directors who are strong, community minded people whose presence aims to influence positive actions across the wider community.

Lifeline crisis supporters sit alongside people calling 13 11 14 from all areas of Australia to provide support in times of personal crisis and to support the safety of people who present with suicidality.Lifeline exists so that no-one has to face their darkest moments alone. If you're struggling to hold on to hope, or are feeling overwhelmed, Lifeline is there for you, day or night. Call Lifeline on 13 11 14. There is hope. There is help.

Reporting to the Chief Legal Officer with a dotted line to the Chief Executive Officer, Collection House has a Customer Advocate to ensure customers' interests are at the forefront of our business and that we deliver fair, appropriate and ethical outcomes to both customers and community. I am also responsible for Corporate Social and Environmental Responsibility which includes development and execution of our RAP, FIAP and ESG strategies.As part of my role, I work collaboratively with our people internally, as well as directly with communities, customers (and their advocates) and our clients to ensure Collection House continues to deliver best in class experiences, especially for customers who are vulnerable or at risk of becoming vulnerable.

INCH Housing Inc. (INCH) is an incorporated charity which commenced in 1991 to provide safe, secure, accessible housing to people and families who are on low incomes on the north side of Brisbane. INCH has a growing portfolio of over 180 single dwellings and apartment complex properties across Brisbane with an annual income in the order of approximately $2.5 million. We employ 16 people under the supervision of the CEO to provide transitional and long term housing to specific people such as victims of domestic violence, people with disabilities, people with varying mental health, people on or reducing the use of drugs and alcohol, people from culturally and linguistically diverse backgrounds, youth, people with anti-social behaviours, high medical needs, elderly, single parents and other at-risk members of the community.On average, INCH has provided at least one home to a family or person in need every week for 30 years.

Responsible for the Internal Dispute Resolution, External Dispute Resolution & Voice of Customer (collectively Customer Advocacy) functions at Auto & General, the parent company of insurer Budget Direct and underwriter of insurance on behalf of some of Australia’s most known brands including Qantas and ING.Leadership of a large, geographically diverse and multidisciplinary team responsible for fair Dispute Resolution, Voice of Customer and Customer Advocacy.

A key leadership position working directly with the Executive Leadership Team. Responsible for the Dispute Resolution, Quality Assurance, Hardship & Community Engagement functions.Key achievements:* Lowest non-response rate to AFCA (2%) amongst competitors in comparative tables period 11/18 - 06/19 despite being the second highest in industry for complaints received (391 cases);* No EDR cases proceeding to AFCA determination, decision or adjudication in comparative tables period 11/18-06/19 despite being second highest in industry for complaints received (391 cases);* Internal 5 year record broken for lowest number of open EDR complaints at EOM in 03/20 despite significant PDL purchases and acquisitions;* Industry first mover to post-interaction survey complainants who had dealings with IDR team achieving an average satisfaction rating of 4.17 / 5 (highly satisfied) between period 03/19-03/20;* Successfully led the transition of the ACM Group IDR & EDR complaints and the employees handling same that were acquired by Collection House;* Increased number of QA evaluations by 180% with a reduction in FTE headcount;* Increased departments receiving centralised QA evaluation from 2 to 8;* Significantly improved QA value proposition thorough introduction of conversational quality and collections technique to existing compliance only score form to better align the deliverables of the team to the objectives of the business;* Developed and introduced a Domestic Violence policy to meet the requirements of various codes, the expectations of the community and good industry practice.* Conceptualised, led and on-time delivered an industry first self service portal for Financial Counsellors to use (financialcounsellors.lionfinance.com.au);* Successfully led relationship with Kildonan which involved an end-to-end review of how vulnerability was approached resulting in several initiatives and improvements across a 3 year term;

Responsible for the Quality Assurance, Customer Relations (EDR / IDR) & Hardship functions across the entire Collection House Group. Key Responsibilities:►Lead, coach and oversee a large, geographically diverse group of Team Leaders, Quality Analysts, Hardship Officers, and Compliance Officers►Development and management of cost-effective processes to enhance customer experience and improve KPI performance►Lead planning, development, implementation and ongoing management of customer focussed standards, processes, and policies and ensure compliance with legislation►Independent review of escalated customer complaints (IDR and EDR), severe hardship assistance requests and internal quality assurance matters►Promote fair and reasonable outcomes for customers and the group►Build and maintain strong relationships with a complex matrix of internal and external stakeholders from the CEO to frontline staff to improve the understanding of the customer’s perspective and the impact of decisions on customers►Proactive review of topical, systemic and emerging issues within the financial services industry►Lead and Develop the ‘Voice of the Customer’ program►Representation of Collection House at industry events, conferences, and consumer group meetings►Create and distribute reporting on Hardship, Resolutions and Quality Assurance matters►Encouraging employees to raise concerns or seek a second opinion about customer issues►Continual review and recreation of processes to provide additional support and provisions for vulnerable customers►High-level management and review of complex customer complaints►Build and foster ongoing partnerships with financial counsellors, consumer groups, the ombudsman, regulators and industry bodies with the aim of better understanding emerging trends and to improve our offerings for consumers

Providing strategic thought leadership and advice in the areas of evidence-based insights, and customer experience optimisation to support the group’s overall strategy and objectives. Responsibilities – ►Lead a team of Analysts to drive superior customer outcomes, efficiency and quality across 5 high volume contact centres in Brisbane, Adelaide, Melbourne and Manila►Build and manage strong relationships with a complex matrix of internal and external stakeholders from the CEO to frontline staff to “join the dots” and to ensure delivery of value from insights throughout the entire customer journey►Analyse customer feedback and root drivers to develop the highest standards of customer insights►Capture customer feedback through voice of the customer campaigns (VOC) and translate into meaningful insights ►Monitor lead indicators, provide early warnings and identify opportunities for improvement across the Group►Create and present executive level presentations regarding CX, Quality Assurance and overall operational performance►Develop, execute and continually review the speech analytics strategy►Implement and continually review quality assurance scorecards to ensure customer interactions are measured against industry and business standards►Capitalise on social, mobile and other emerging technologies to gather sentiment and customer feedback►Coordinate execution of business strategies, identifying and promptly remedying any variances to the plan►Deliver insights and analysis to the broader leadership team with the objective of highlighting opportunities for improvement and to influence business strategy►Coordinate and oversee day-to-day operations of Quality Analysts to ensure agreed service level agreements are being met whilst maintaining a high level of quality

Queensland Government Department of Science, Information Technology and Innovation - Contracted Position.

Asteron Life was acquired by and is a wholly owned subsidiary of the Suncorp Group. Asteron products are issued by licensed financial planners.

Griffin Communications is a corporate communications consultancy servicing clients including the likes of Shell, BP Refineries, Queensland Government, the Australian Government, Westpac Group and many more small to medium enterprises in Brisbane, Sydney, Melbourne and Canberra in the following key areas:Media TrainingSpeech Presentation Skills TrainingCrisis Communications TrainingMarketing CommunicationsShareholder and Regulatory CommunicationsInternal and External BrandingGriffin Communications was established in 1992 by the firm's principal, Paul Griffin after completing a six-year term as Queensland state manager of international public relations firm, Hill and Knowlton Inc. and a thirty year career in Brisbane televison and radio news.Paul Griffin is a well known, logie award winning Queensland media identity with over 30 years experience as a television journalist, producer and presenter with National Nine News in addition to local and international tours of duty with several Brisbane commercial radio and television news rooms.