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Investigation Officer

2 months ago

Newcastle, Australia Manpower Full time

We are actively engaged with our State Government client in Sydney who are looking for Investigation Officer for initial 6 months contract with potential extensions.

**What to expect**:
The Investigation Officer is responsible for effectively and efficiently investigating and resolving customer enquiries, supply, and non-supply related claims, and third-party damage recoveries to achieve a commercially balanced and customer focussed experience.

**Key accountabilities**:

- Manage and process customer claims/ enquiries/ recoveries in accordance with policy, legislation, and procedures.
- Liaise with internal and external stakeholders, including staff from across the organisation as well as customers and third parties.
- Prepare, analyse, and collate information and documentation, including report preparation.
- Update and maintain records in relevant databases, including detailed notes relevant to the matter.
- Liaise with relevant parties to investigate and obtain further information and verification of facts.
- Prepare documentation and correspondence for distribution to relevant stakeholders including customers and external parties.
- Provide consistent advice in accordance with relevant legislation, regulation, policies and guidelines.
- Support the Contact Centre in addressing customer and stakeholder enquiries and emergency contacts
- through multiple communication channels when required.
- Perform other duties and responsibilities as may be directed by your manager, in line with the Work Level Standards for this role.

***

**About you**:

- Knowledge of damage recovery processes and procedures, claims management, and customer service.
- Experience in dealing with damages to utility distribution and/ or transmission network and/ or customers installations and property.
- Experience in dealing sensitively with customers who may be upset or emotional.
- Understanding of incident management.
- Understanding of Customer Service Standard and National Electrical Customer Framework, and department's Deemed Standard Connection Contract.

**Sina Doraji**

**Recruitment Consultant**

**Let's Connect**
- Aboriginal and Torres Strait Islander people are encouraged to apply._

State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Experis Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856

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