Complaints Handling

3 weeks ago

Melbourne City Centre, Australia HAYS Full time

APPLY NOW BIG 4 CONSULTING FIRM- COMPLAINTS ROLE
**Your new company**
Looking for an exciting opportunity to work for a Big 4 consulting firm located in the heart of Melbourne's CBD? As a Complaints Handling Specialist, you will be part of a global leader in professional services, delivering innovative solutions to some of the world's biggest challenges.
- Start Date: April 23rd until July 17th
- 100% office-based during training. WFH/hybrid arrangement will commence after training has been completed (2 days from home, 3 days in the office).
- Full Time Position Monday to Friday
- Attractive Day Rates - $350 inc super (for Seniors) $300 inc super (for Juniors)

**Your new role**
As a Complaints Handling Specialist at our Big 4 Consulting firm, you will be responsible for managing customer complaints in a timely and efficient manner. Your primary objective will be to resolve complaints and improve customer satisfaction while minimizing reputational risk for the firm. You will work closely with stakeholders across the firm to ensure complaints are handled effectively and in line with our policies and procedures.

**Responsibilities**:

- Junior role will typically work through 8 complaints per day, and the Senior role will work on 30 complaints a week.
- Ensure timely acknowledgement and communication with complainants throughout the process.
- Analyse complaints, identify root causes, and determine appropriate resolutions.
- Manage calculations for payment settlements and collaborate with relevant departments to ensure accuracy. Reach out to banks and financial institutions to gather necessary information and facilitate payment transactions.
- Conduct extensive investigations and make numerous phone calls to gather information and resolve complaints. Draft and send accurate and timely formal responses to complainants.

**What you'll need to succeed**
- Bachelor's degree will be highly regarded
- Experience in complaints handling, customer service, or related field for the Senior Complaints Handler role. Strong knowledge of super, trading accounts, product-based experience, and familiar with a complaint handling environment for the Senior Complaints Handler role.
- Customer service experience with the ability to handle complaints for the Junior Complaints Handler role. Excellent communication skills, both written and verbal.
- Strong analytical and problem-solving skills. Ability to work independently and manage multiple tasks simultaneously.
- Demonstrated ability to build effective relationships with clients, colleagues, and other stakeholders.

**What you'll get in return**
- They provide a supportive and inclusive work environment that values diversity and promotes employee wellbeing.
- All team members receive support and upskilling opportunities.
- Intensive training and support is provided for the role.
- Opportunities to progress into a hybrid role in transformation work may be available.
- This role is an entry into the Big 4 Consulting firm, and we are committed to helping you develop your skills and experience.

**What you need to do now**

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

**LHS 297508** #2755812

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