Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
Job DescriptionThe Public Access Centre is the frontline for consumer engagement, providing education, support, and resolution of inquiries and complaints. This team plays a vital role in maintaining trust and satisfaction while ensuring compliance with regulatory bodies such as the Australian Financial Complaints Authority (AFCA) and the Office of the Australian Information Commissioner (OAIC).
As Manager – Public Access Centre, you will lead a high-performing team, shape the consumer experience, and drive operational excellence. You’ll foster a collaborative and inclusive culture where team members feel empowered to deliver exceptional service.
What You’ll Do
- Lead, mentor, and develop a diverse team to deliver outstanding consumer support.
- Ensure all consumer interactions are professional, positive, and resolved efficiently.
- Build strategies to improve operational efficiency and consumer satisfaction.
- Maintain compliance with regulatory requirements and manage relationships with AFCA and OAIC.
- Collaborate with internal teams (Legal, Risk, Compliance, Data & Analytics) to align on goals.
- Use data insights to inform decisions and enhance consumer self-service options.
- Promote continuous learning and improvement within the team.
Qualifications
What You’ll Bring
- Proven experience in leadership and team management.
- Strong communication skills (written and verbal) for engaging with consumers and stakeholders.
- Problem-solving ability to resolve issues and manage complaints effectively.
- Experience in customer service or support roles, ideally in a managerial capacity.
- Knowledge of regulatory compliance and risk management.
- Ability to analyse data and apply insights to improve processes.
- Commitment to fostering an inclusive, high-performance culture.
Qualifications
- Bachelor’s degree in business administration, management, or related field.
- Significant experience in client operations or customer service with leadership responsibilities.
Benefits/Perks:
- Novated Leasing & Salary Packaging
- Great compensation package and bonus / commission plan
- Core benefits including Experian shares discount and wellness program
- Flexible working environment, hybrid model
- Flexible time off including volunteer time off, personal leaves and paid holidays
- 17 weeks of Paid Parental Leave, family care leave and up to 5 days study leave
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
What We Do
Experian unlocks the power of data to create opportunities for consumers, businesses and society.
During life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage data with confidence so they can maximize every opportunity.
We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime.
For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done.
Our 20,600 people in 43 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow.
About Experian:
Bringing data to life requires creativity, passion, flexibility and expertise.
We want you to share in our success. That's why we offer rewards that recognise great performance.
Working in a culture of collaboration, achievement and respect we will give you the support and encouragement you need to develop your skills and talents and progress your career.
Everyday our people bring enthusiasm, innovation and inspiration to work and if this sounds like you connect with us at Experian.
