Dispute Resolution Specialist

1 day ago

Melbourne, Victoria, Australia beBeeDisputeResolution Full time $90,000 - $120,000
Job Title: Dispute Resolution Specialist

We are seeking a skilled and dedicated individual to join our team as a Dispute Resolution Specialist.

About the Role:

The successful candidate will support the Operational Excellence function by resolving previously unresolved complaints using alternative dispute resolution techniques.

You will report to the Lead Investigator and play a key role in handling complaints from consumers of telecommunications services, investigating, conciliating, and making sound decisions on their issues.

  • Assess whether a complaint is within our jurisdiction
  • Identify key issues arising from a dispute, gather and analyse relevant information, and decide whether a proposed outcome is in accordance with our fairness framework
  • Apply alternative dispute resolution methodologies to resolve disputes in a timely manner
  • Undertake formal investigations and problem-solve multiple complaint issues simultaneously
  • Interpret and understand various Codes, Regulations, and Legislation relevant to complaints
Key Responsibilities:

You will be responsible for:

  • Investigating and resolving customer complaints in a fair and timely manner
  • Building rapport with customers and influencing outcomes
  • Prioritising work and managing multiple cases at different stages of the complaints process
  • Communicating complex information to customers in a clear and concise manner
Requirements:

To be successful in this role, you will need:

  • Investigation, complaint handling, or consumer-focused experience
  • Effective communication, rapport-building, and influencing outcomes
  • Ability to prioritise work and manage multiple cases at different stages of the complaints process
  • Excellent written and verbal communication skills for complex topics
What We Offer:

We offer a supportive team environment, opportunities for professional growth and development, and a competitive remuneration package.

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