Cancellations & Compliance Officer

2 weeks ago

Melbourne, Australia Learning Online Full time

Competitive Remuneration
- Full time in house barista
- Albert park lake views

Learning Online/Australian Beauty School is a progressive, new age education company that offers short courses in an array of different verticals. Having experienced rapid growth over the last 4 years and with an international expansion on the horizon, we are seeking a motivated and diligent Cancellations and Compliance Officer to join our vibrant team.

The Cancellations and Compliance Officer is responsible for overseeing and managing all aspects related to cancellations, quality, and compliance within the organisation. This role requires a detail-oriented and analytical professional who can navigate complex regulations, ensure compliance with company policies and legal requirements, and effectively communicate with internal stakeholders, customers, and regulatory bodies.

The Cancellations and Compliance Officer will play a crucial role in safeguarding the organisations reputation, mitigating legal risks, and maintaining high standards of customer satisfaction.

**Roles & Responsibilities**:
**Cancellations**:

- Implement efficient cancellation and refund procedures.
- Review cancellation requests, assess eligibility, and process refunds in compliance with established guidelines.
- Monitor cancellation trends, identify potential issues, and recommend improvements to enhance customer experience and minimise cancellations.

**Compliance Oversight**:

- Conduct regular spot checks and identify compliance breaches and develop action plans to address them. The core of this is focused on using our internal software, Vonage, to monitor agent activity on sales calls.
- Collaborate with our payment plan partners, customers, internal teams, and government bodies to investigate complaints and escalations.
- Develop and deliver training programs to educate employees on compliance policies and procedures.

**Documentation and Reporting**:

- Maintain accurate records and documentation related to cancellations, refunds, and compliance activities.
- Prepare regular reports and analysis established compliance metrics.
- Identify areas for improvement based on data analysis and make recommendations to optimise processes and reduce risks.

**Internal Collaboration**:

- Collaborate with cross-functional teams (tutors, admin, and sales) to address cancellation related issues promptly and effectively.
- Provide guidance and support to sales staff regarding ad hoc questions.
- Assist in the development and implementation of customer retention strategies to minimise cancellations.
- Develop quality related reports regarding agent activity to assist sales managers.
- As compliance has many touch points with the wider business, assist in various projects and long-term goals.

**Customer Communication**:

- Respond to customer inquiries and complaints regarding cancellations, refunds, and compliance matters in a timely and professional manner.
- Ensure clear and concise communication with customers, providing explanations and updates on cancellation processes and refund timelines.
- Handle escalated complaints by phone call when necessary.

What we offer:

- Competitive Remuneration
- A young dynamic workplace with full time barista & views of Albert Park Lake
- Individual personal & professional development fund
- Monthly employee nominated charity months

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