Investigations Officer

5 months ago

Melbourne, Australia Launch Recruitment Full time

4 month contract - possibility of extension
- Immediate start - we are ready when you are
- $60 + Super per hour | Hybrid working options | Melbourne CBD

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. Our client is dedicated to upholding principles of accessibility, independence, fairness, accountability, efficiency, and effectiveness in all investigations.

**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.

Join our team and make a difference in consumer advocacy and dispute resolution

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