Customer Complaints Resolution Specialist

3 days ago

Melbourne, Victoria, Australia beBeeComplaints Full time $89,292 - $96,107
Job Summary

We are seeking a skilled Customer Complaints Resolution Specialist to join our team. This is an exciting opportunity to make a meaningful impact by supporting the work of our organization and assisting vulnerable stakeholders.

About the Role

The successful candidate will play a key role in managing complex and sensitive complaints and enquiries from the public and stakeholders. They will be responsible for handling complaints and enquiries, supporting the work of the committee, and maintaining secure and well-organized records of complaints, correspondence, and enquiries.

Key Responsibilities
  • Respond to and resolve complex verbal and written complaints with care, professionalism, and discretion, particularly those involving distressed or challenging stakeholders.
  • Communicate with stakeholders from receipt to resolution of complaints, ensuring clarity and timely follow-up.
  • Review and process sensitive documents accurately, following established protocols.
  • Maintain secure and well-organized records of complaints, correspondence, and enquiries.
  • Prepare internal and external correspondence, reports, and briefings under supervision.
  • Support the coordination of Committee meetings and public hearings, including taking minutes and liaising with attendees.
  • Assist with inbox management, triage, and resolution of enquiries.
  • Proofread and footnote draft reports and briefing papers.
  • Identify opportunities for process improvements in complaints handling and administrative procedures.
Requirements
  • You have proven experience in managing complaints and enquiries, particularly from distressed or vulnerable individuals, using a calm, empathetic, and adaptable approach.
  • You possess high levels of resilience and professionalism in emotionally challenging situations.
  • Excellent verbal and written communication skills are essential, with the ability to engage tactfully and maintain confidentiality.
  • You have demonstrated administrative expertise including document handling, meeting coordination, and recordkeeping.
  • Ability to manage competing deadlines while working independently and collaboratively in a small, focused team.
  • Strong attention to detail, especially when reviewing or processing sensitive materials.
  • Capacity to quickly grasp relevant legislation, procedures, and systems to provide informed advice.

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