Customer Service Resolution Specialist

5 days ago

Sydney, New South Wales, Australia Spaceship Full time

This is a Customer Complaints role with one of the leading companies in Australia right now, Spaceship, with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the company takes off.

More About the Role at Spaceship

The primary responsibility of the Complaints Officer is to aid Spaceship in effectively managing and resolving customer complaints in an appropriate and timely manner. You will be joining a small 8-person team who are all about the customer experience at Spaceship.

Key Responsibilities:

  • Assessing, documenting, logging, escalating and resolving customer complaints
  • Using a range of complaint resolution techniques, including early resolution, service provider resolution, conciliation and investigation
  • Crafting formal responses to complainants as required
  • Assisting in managing complaints escalated to the Australian Financial Complaints Authority (AFCA) and other relevant third parties
  • Developing positive and collaborative working relationships with team members and internal and external stakeholders
  • Working closely with the Head of Customer Support & Customer Complaints Manager to drive business awareness of emerging and/or systemic issues arising from complaints
  • Regularly reporting and providing feedback on complaints to the broader business to assist in the management and development of improved systems and processes

Requirements:

  • A minimum of 4+ years' experience across different Customer Centric roles, with at least two years in the financial services industry, preferably in superannuation or investments
  • At least 1 year of experience in the financial services dispute resolution domain with a deep understanding of RG 271 requirements
  • Excellent written and verbal communication skills
  • Exceptional attention to detail, strong critical thinking and problem-solving skills
  • A deeply empathetic inclination, capable of advocating for our customers and recognising situations where additional support might be needed

What are we looking for?

Apply to this role at Spaceship if you have the required experience and skills.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors.

Hatch exists to level the playing field for people as they discover a career that's right for them.

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