The Australian Financial Complaints Authority (AFCA) has appointed Rob Guest in the role of executive general manager, customer service and resolution.
Mr Guest has joined AFCA after eight years with Metro Trains as the director of customer experience where he introduced a customer experience strategic plan, which was said to drive significant improvements in customer experience and passenger satisfaction.
AFCA chief executive and chief ombudsman David Locke commented: “Rob has almost 20 years of leadership experience in a diverse career that has seen him work at senior levels in a variety of organisations including Racing Victoria, Luna Park and member-based organisation Australian Human Resources Institute.”
“Rob brings great experience and ideas to AFCA and will lead the strategic priorities to deliver on our end-to-end customer experience initiatives. We look forward to working with Rob as he transforms the way consumers and small business engage with and access our service.”
Mr Guest said that he was motivated by the scope and challenge of operating in the digital resolution space.
“My experience at Metro in dealing with a wide range of customer issues and expectations, often working with customers who are highly stressed or need extra support, positions me to help AFCA deliver on our aim of delivering world-leading customer service and early resolution outcomes in a challenging context,” he commented.
Sarah Simpkins is a journalist at Momentum Media, reporting primarily on banking, financial services and wealth.
Prior to joining the team in 2018, Sarah worked in trade media and produced stories for a current affairs program on community radio.
You can contact her on [email protected].