Customer Resolutions Officer

3 months ago

Frankston, Australia South East Water Corporation Full time

**Who are we?**:
We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

**The role**:
Our career options are as diverse as our people, we all have an important role to play. Reporting to the Customer Resolutions and Advocacy Manager and forming part of the broader Customer Experience group, this role is central to enhancing the customer experience by managing and resolving complex complaints from various areas of the business.

This position acts as a second tier of complaint management between the frontline customer service teams and the Resolutions team, focusing on managing complaints that require investigation and coordination.

**Who are you?**:

- 2-4 years of experience working in a customer service environment (such as a contact centre or retail industries), handling conflict or challenging customers.
- Strong written and verbal communication skills.
- Demonstrated ability to build rapport quickly and build strong working relationships.
- Adept at thinking outside the box, with excellent problem solving, critical thinking abilities and an ability to negotiate and persuade when required.
- Confident in making informed decisions and managing complaints autonomously at an appropriate level.
- Ability to remain calm under pressure, with the ability to manage competing priorities and high case volumes.
- Ability to use, interpret and efficiently source information from across various systems and sources to aid in effective complaint investigation and resolution.
- Accredited resolution and complaints management training would be a plus.

**What's in it for you?**:

- A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options.
- 15 weeks paid parental leave for all parents and paid super on unpaid parental leave
- A range of benefits, including free on-site parking and cultural leave.
- A great culture working in collaborative teams with strong work ethics.
- Career focused learning and development opportunities.
- The opportunity to be part of an organisation committed to environmental initiatives.
- Enjoy modern office facilities with panoramic beachfront views.

**We're for everyone**:
We do meaningful work, but how we do it is just as important. We’re here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all. We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work. But it’s our people’s collective ambition, authenticity and differences that bring our culture to life.

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we’re all different, we still share a common goal to deliver healthy water for life.

**Keen to make an impact?**:

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