Customer Resolution Specialist

6 months ago

Sydney, Australia NSW Government -icare Full time

Provide quality outcomes to customer complaints at icare
- Full time Opportunity, Sydney CBD location
- Hybrid working environment, salary from $116,211 + super

**About the Role**

**Benefits**
- A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
- 17.5% annual leave loading
- icare day - access to an extra day’s leave
- Comprehensive learning and development support aligned to icare’s Core Capabilities.
- Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
- Access to our Employee Assistance Program

**Duties**

It’s an exciting time at icare where no two days are the same; as a **Customer Resolution Specialist** you will:

- Ensure that appropriate actions are taken to resolve customers problems and concerns within set timeframes.
- Maintain accurate and timely records of customer interactions with details of enquiries, complaints, or comments.
- Use your expert knowledge to achieve either first contact resolution or to explore an appropriate resolution with all relevant internal and external stakeholders for an appropriate response.
- Prepare correspondence and briefing material to support appropriate responses to complaints raised by internal stakeholders or systemic problems identified through complaints managed or external stakeholders as and when required.
- Identify significant and/or systemic problems through enquiries or complaints received and provide sufficient information to support performance management processes or other remediation actions where warranted.

**Skills & Experience**
- Demonstrated experience in complaints handling, resolution or alternative dispute resolution with an aptitude for problem-solving.
- Tertiary qualification in commerce, accounting, business or similar.
- Regulatory compliance and industry experience in insurance, finance or banking.
- Comprehensive understanding of workers compensation legislation combined with a solid working understanding of New South Wales workers compensation scheme.
- Passionate about providing quality service and outcomes to our customers with a focus on empathy.

**Culture**

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

**About the Company**

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work.
- For more information about icare visit our website
- **icare operates a direct sourcing model so no agency introductions will be accepted**
- We are a Circle Back Initiative Employer - we commit to respond to every applicant
- A talent pool may be created through this recruitment process.

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