Complaints Officer

6 months ago

Melbourne, Australia Civica UK Ltd Full time

An exciting Permanent role is available within CJS as a full-time **Complaints Officer**

This role is full time permanent role and Internal role.

As a Complaints Officer, this role will see you Utilise your strong attention to detail and professional writing skills as you respond to customer queries via written correspondence.

You will need to clearly comprehend the customer's key issues and effectively personalise each response in order to drive a satisfactory outcome and reduce repeat correspondence.

The Complaints space also has a secondary function which is to administer operational assistance via the FV Assist inbox. This requires analytical skills and critical thinking in order to resolve queries from internal and external stakeholders.

**Key Responsibilities & Tasks**:

- Provide excellent customer service in managing and resolving complaints.
- Communicate effectively, and build relationships with, complainants and other stakeholders (both internal and external) to enable mutually satisfactory outcomes.
- Provide high quality written responses to all complaints including client, employer and member complaints.
- Complete regular weekly and monthly reporting on complaints.
- Undertake complaints management process in accordance with legal, risk and compliance requirements.
- Provide information to support investigation and conciliation conferences.
- Participation in Civica forums and monthly stakeholder meetings related to complaints reporting, trend analysis, operational process improvements and preventative actions.
- Identify systemic issues and recommend process improvements to deliver service excellence and business efficiencies.
- Be the liaison / point of contact for Vic Roads and FES in the licensing and demerit point processing space.

**Essential Skills and Competencies**:

- Previous experience in a customer focused role in a Medium/large complex setting.
- Demonstrated commitment to customer service and excellent telephone etiquette.
- Intermediate skills with the MS Office Suite of products in particular Excel.
- Strong skills in organisation, data entry, written and verbal communication and time management.
- Strong written and verbal communication skills with a focus on first appeal/call resolution.
- Energetic and enthusiastic team player, able to problem solve and work autonomously on a variety of tasks.
- Strong knowledge of DLS and VIEW systems, along with process knowledge around license suspensions/conviction offences. Knowledge of legacy systems and processes (VIMS) would be extremely beneficial.
- Proven ability to follow Policies and Procedures.
- Required to produce a satisfactory national police check certificate.

**Qualities**:

- Attention to detail - Handles detail meticulously and makes very few mistakes.
- Customer orientation - the ability and willingness to find out what the customer wants and needs to act accordingly.
- Focus on quality - Setting high quality standards and striving for continuous improvement and quality assurance.
- Problem analysis - The ability to detect problems, recognise important information, and link various data to trace potential causes and look for relevant details.
- Verbal expression - The ability to communicate in clear language and to adjust one’s use of language to the audience.
- Written expression - the ability to express ideas and views clearly to others in writing.

**Preferred Skills**:

- In-depth knowledge of relevant Local Government legislation, guidelines, processes, and performance standards.

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