Complaints Resolution Specialist

1 month ago


Melbourne, Victoria, Australia HiTech Group Full time
Complaints Officers Job Description

We are seeking highly skilled Complaints Officers to join our team at the HiTech Group. As a Complaints Officer, you will play a critical role in assessing and monitoring complaints and other regulatory intelligence.

Key Responsibilities:

  • Manage and resolve a caseload of complaints reported, including assessing moderately complex complaints and contributing to regulatory activities, such as conciliations.
  • Monitor incoming reports to ensure high-risk or complex complaints are escalated and dealt with expeditiously, and escalate any delays or workflow obstacles to line managers and managers.
  • Support the education and training function in identifying complaints and preventing, effectively providing information about the agency's complaints handling function.
  • Contribute to a learning culture where expertise can be developed and appropriately shared.

Requirements:

  • Previous experience in accessing and monitoring caseloads of complaints or claims to a high standard.
  • The ability to communicate well with, relate to, and see issues from the perspective of people from a diverse range of cultures, backgrounds, and experiences.
  • Liaise regularly with managers as to the management of caseload.
  • Understanding of relevant legislation and policy frameworks.
  • Contribute to supporting and building capability in a team environment through input in team and national forums.

About the Role:

The successful Complaints Officers will be based out of one of our offices Australia wide, securing a contract until December 2024 plus extensions. If you have the required skills, we encourage you to apply today.



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