SOCAP Australia
Kassandra Hochwallner serves as the Head of Customer Relations at BOQ Group since January 2022 and has been a Board Member of SOCAP Australia since July 2019, actively participating in the Risk Committee. Kassandra previously held various roles at Queensland Urban Utilities from 2010 to 2021, including Customer Advocacy Manager, where responsibilities included managing customer complaints and leading a team of 25 specialists. Prior experience also encompasses strategic leadership roles at Brisbane City Council. Kassandra took a career break in 2021 after nearly 15 years in the utilities sector to focus on personal pursuits following the completion of an MBA from Queensland University of Technology, which was attained between 2016 and 2021.
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SOCAP Australia
The Society of Consumer Affairs Professionals Australia (SOCAP Australia) represents a thriving community of 1000+ influential consumer professionals, who view professional complaint management not only as a competitive advantage in business, but also as simply the right thing to do. Perhaps you’ve experienced when a customer contacts you to complain, and it’s the last thing you really feel like tackling in your day? We provide members with tools, networks, information and resources to manage complaints more easily, efficiently and effectively ensuring value to the organisation as a whole. Perhaps you’ve heard of the service recovery paradox? If yes, you’ll know many organisations fear complaints and the associated costs of managing complaints, yet good management of complaints actually leads to increased customer retention and satisfaction, increased lifetime value of a customer, increased advocacy and operational efficiencies – not to mention, keeping you in the good books with any regulators. SOCAP Australia supports members by providing: • Professional development through a curriculum of specific training workshops and major events • Avenues for the exchange of information and ideas by linking together a network of like-minded consumer professionals from Australia’s leading brands and organisations • Regulatory updates, insights and access to latest research via our e-news and our quarterly industry publication Consumer Directions • Member only pricing and discounts, along with a broad range of membership categories from individuals to large corporate teams • Thought leadership by contributing to the Standards which provide direction to for industry. In fact we assisted with the rewrite of the Australian Standard for Complaint Handling which is known as the “go to” complaint handling guide for successful organisations in Australia