Appeals and Complaints Resolution Specialist
4 days ago
The Appeals and Complaints Officer plays a pivotal role in the management of complex enquiries, complaints, and appeals under the Resilient Homes Fund. This involves coordinating end-to-end processes to ensure timely, professional, and accurate responses in line with relevant policies and legislation.
This position works closely with various stakeholders including program delivery teams, integrity services, public works, quality assurance units, communications, and engagement departments.
Key Responsibilities:
- Coordinate complex enquiries, appeals, and complaints to ensure timely and accurate responses.
- Implement and embed effective resolution frameworks and guidelines across the RHF program.
- Research and prepare correspondence, briefing papers, reports, and recommendations on complex complaints and appeals.
- Assist in leading continuous evaluation and improvement of processes and systems to support complaint and appeal management.
- Provide secretariat support to the RHF Appeals Committee and maintain the RHF CRM.
- Draw on customer experience and themes from complaints to inform service improvement initiatives.
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