Customer Service Officer

3 weeks ago

Wollongong, New South Wales, Australia Complaints Full time
About the Role

The Governance, Assurance and Risk (GAR) team is responsible for providing professional guidance, advice and services to enable the proactive and effective management of risk and governance across Catholic Education in the Diocese of Wollongong.

The Complaints Intake Officer efficiently receives, documents, and categorises complaints, including conducting preliminary evaluations to ascertain their nature and priority.

Key Responsibilities
  • Identify and effectively respond to people's support and communication needs and preferences.
  • Model Catholic and CEDoW values by providing a welcoming, cooperative and accessible complaint intake service for Catholic Education in the Diocese of Wollongong.
  • Treat complainants with dignity and respect, including considering student voice in complaint management.
  • Conduct initial assessments of complaints to determine their nature and urgency.
  • Follow CEDoW's Complaints Management Policy, Complaints Procedure and any other practices that comprise the CEDoW complaints management system.
About You

The purpose of this position is to support CEDoW's commitment to supporting the mission of Catholic Education by having an ability to remain impartial, empathetic, and professional when dealing with sensitive or challenging situations.

You will also bring excellent discretion and judgement as information handled may contain sensitive or confidential information.

Selection Criteria
  • Knowledge of relevant legislation related to education and complaints handling as well as CEDoW Education Policies and Procedures.
  • Excellent verbal and written communication skills to interact professionally and empathetically with complainants, stakeholders, and colleagues.
  • Strong conflict resolution and mediation skills, with the ability to approach concerns fairly and impartially.
  • Demonstrated experience in de-escalating tense situations, guiding people towards solutions, and fostering positive relationships to address complaints effectively.

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