
Senior Complaints Resolution Specialist
7 days ago
We are seeking a skilled and dedicated individual to join our team as a Case Manager. This is a unique opportunity to work in a dynamic environment where you will play a vital role in ensuring the fair and consistent handling of advertising complaints.
About the Role:The successful candidate will be responsible for managing end-to-end advertising complaints, optimising complaints handling procedures, applying and interpreting advertising codes with fairness and consistency, overseeing our Case Management System (CMS), providing secretariat support to the Ad Standards Community Panel, writing clear and accurate case reports, liaising with internal and external stakeholders, and supervising and mentoring the Case Officer.
Key Responsibilities:- End-to-end management of advertising complaints
- Optimising and improving complaints handling procedures
- Applying and interpreting advertising codes
- Overseeing the Case Management System (CMS)
- Providing secretariat support to the Ad Standards Community Panel
- Writing clear and accurate case reports
- Liaising with internal and external stakeholders
- Supervising and mentoring the Case Officer
To be successful in this role, you will need sound judgment, demonstrated ability to manage complex complaints and issues, experience in complaints handling and/or case management, strong verbal and written communication skills, strong stakeholder management skills, leadership and management capabilities, and attention to detail.
What We Offer:- A meaningful role in a respected organisation
- A collaborative and values-driven team environment
- Opportunity to work with a wide range of stakeholders across industry and government
- Access to training and professional development activities
If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.
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