Investigations Officer
1 week ago
- Immediate start we are ready when you are
Are you passionate about ensuring fairness and accountability in consumer services? Our client seeks a dedicated Investigations Officer to join the team in handling complaints from customers regarding electricity, gas, and water services.
Responsibilities:
- Utilize alternative dispute resolution skills to facilitate timely resolutions of complaints from consumers.
- Efficiently identify key issues, gather relevant information, and determine appropriate outcomes using our fair and reasonable framework.
- Prepare quality correspondence, communicating investigation outcomes clearly.
- Provide excellent customer service, managing expectations and sensitively responding to consumer needs.
- Maintain accurate records of interactions and uphold high standards of data integrity.
- Participate in learning and development programs, embracing continuous improvement.
- Ensure the independence of investigations and maintain accessibility to all parties.
Key Selection Criteria:
- Demonstrated experience in alternative dispute resolution or investigations.
- Case management experience is highly desirable.
- Highly developed analytical and critical thinking skills.
- Excellent written and verbal communication skills.
- Ability to work autonomously and manage a busy caseload effectively.
- High level of professionalism, resilience, and empathy.
- Knowledge of regulatory frameworks in electricity, gas, and water services.
- Ability to work as part of a professional team, supporting organizational objectives.
Additional Information:
- Confidentiality requirements apply, and staff must sign a confidentiality agreement.
- Tertiary qualification in a relevant discipline is highly desirable.
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