Assistant Complaints Advisor

3 weeks ago


Gosford, Australia NSW Government -Department of Customer Service Full time

**The State Insurance Regulatory Authority (SIRA) is looking for a full-time Senior Customer Service Advisor/Assistant Complaints Advisor to join our Feedback and Complaints Group**

**Benefits**
- Fantastic ongoing full-time clerk 5/6 opportunity, 35 hours per week.
- Salary range: $89,707 - $98,982 + super, commensurate with experience.
- Genuinely flexible working arrangements.
- Wellbeing program and resources available.
- Excellent career development and learning opportunities.

**About us**

This is an exciting opportunity to work within SIRA’s Customer Service and Operations directorate, part of the Customer, Data, and Delivery division. SIRA regulates the workers, motor accidents (compulsory third party), and home building compensation schemes in NSW.

Understand more about SIRA - here.

**About the role**

As a Senior Customer Service Officer/Assistant Complaint Advisor, you will provide expert advice to customers in relation to NSW workers compensation, motor accidents CTP, and home building compensation insurance schemes. As part of our diverse team located in either our Elizabeth Street Sydney or Donnison Street Gosford offices, you’ll help make a positive impact on someone’s life every day. You’ll feel great satisfaction knowing your talent and hard work has a purpose.

**Your responsibilities will include**:

- Effectively setting customer expectations, providing advice and educating customers or other stakeholders about their rights, entitlements and obligations under the NSW statutory insurance schemes.
- Ensuring timeframes and compliance measures are adhered to in line with guidelines and legislation.
- Working in partnership with internal and external stakeholders to achieve best practice outcomes.
- Providing pathways to customers that will deliver effective outcomes.

**About you**

You are an experienced customer service and complaints professional, with a passion for working autonomously or as part of a team to resolve complex customer issues. You will be confident in helping customers negotiate their way through challenging situations with empathy and expertise. You will support our customers on their journey by acting as the key point of contact for stakeholders, including injured claimants, employers, doctors, and other government agencies. You will be empowered to deliver exceptional customer service and be supported in taking ownership for your own interesting and varied case load.

**To be successful in the role you will**:

- Be resilient when dealing with a diverse range of complex matters in a high volume, sensitive frontline customer focused environment.
- Be inquisitive and willing to unpack the enquiries feedback and complaints from our customers.
- Keep up today with the range, pace and complexity of information and knowledge to while delivering quality customer service.
- An understanding of personal injury or a complaints background may be advantageous.

If you would like to be part of this forward thinking, innovative team that thrives in a challenging environment we would love to hear from you

**What we need from you**

Closing date**:9.59AM, Friday 31 March 2023**

A talent pool may be created from this recruitment to fill future ongoing or temporary vacancies.

**You Belong Here**

We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

Visit our Careers site to find out what it means to work for us.


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