Senior Customer Resolution Specialist

2 weeks ago

Geelong, Victoria, Australia beBeeComplaints Full time $54,530 - $87,520
APS4 Complaints Officer Role Overview

This APS4 Complaints Officer position is a fantastic opportunity to utilize your exceptional communication skills and ability to build rapport with customers in a complex corporate or government department setting.

The successful candidate will be responsible for managing a caseload of complaints and incidents reported, engaging with customers to respond to incidents, and working with the Assistant Director to manage and escalate where required. They will also identify trends and report on incidents, support customers by educating them about the complaints and incidents handling function and mission, acquire all information necessary to process complaints, monitor incoming complaints and status to ensure high-risk complaints are escalated.

Key Responsibilities:

  • Support the implementation, operation, and monitoring of complaints escalated from a Federal Agency
  • Manage a caseload of complaints and incidents reported
  • Engage with customers to respond to incidents and work with the Assistant Director to manage and escalate where required
  • Identify trends and report on incidents
  • Support customers by educating them about the complaints and incidents handling function and mission
  • Acquire all information necessary to process complaints
  • Monitor incoming complaints and status to ensure high-risk complaints are escalated

Requirements:

  • Australian Citizenship is mandatory
  • Ability to pass Australian federal background checks
  • Background and experience in a complaints handling role (phone based) within a complex corporate or government department
  • Excellent communication skills and ability to build rapport
  • Ability to juggle multiple cases with strong time management
  • High attention to detail to record accurate information within case management system
  • Proactive approach and inquisitive nature - ability to ask the right questions to extract information
  • High degree of empathy and compassion for individuals from diverse backgrounds

This APS4 Complaints Officer position offers a chance to contribute to improving Australia's largest healthcare reform since Medicare and protecting our most vulnerable populations.

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