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Complaints Management Professional

2 weeks ago

Bendigo, Victoria, Australia ROBERT WALTERS AUSTRALIA Full time

About the Role

We are looking for a Complaints Management Professional to join our team at ROBERT WALTERS AUSTRALIA. As a key member of our Integrity Unit, you will play a critical role in resolving disputes and delivering exceptional customer service.

Key Responsibilities:

  • Serve as the first point of contact for enquiries from members, ensuring a professional and compassionate approach.
  • Triage incoming communications, identifying and assessing any welfare-related or organisational risks.
  • Handle sensitive matters with discretion and seek/clarify information to effectively manage complaints and enquiries.
  • Maintain accurate records in our case management system and file notes.
  • Provide vital administrative support to the Integrity team, including managing the shared mailbox, taking minutes during weekly meetings, and following up on action items for the General Manager.

What We're Looking For:

  • Previous experience in complaints handling or a customer service environment.
  • A mature outlook with proven experience managing sensitive matters.
  • Strong attention to detail, time management, and administrative skills.
  • A proactive and professional approach to problem-solving and communication.