Strategic Complaints Specialist

2 days ago

Wollongong City Council Sydney Melbourne, Australia beBeeComplaints Full time $80,000 - $100,000

Make a meaningful impact on the lives of vulnerable individuals by providing strategic support and expertise.

Key Responsibilities:
  • Manage complaints effectively, adhering to our comprehensive complaint management policy and procedures
  • Utilise knowledge of complaints procedure to advise on all aspects of receiving, reviewing, monitoring and finalising complaints
  • Provide expert guidance and mentorship to client services staff to enhance their skills in resolving complaints
  • Identify and mitigate potential risks as they emerge through the complaints process
  • Engage with complainants in a timely, sensitive and informative manner
  • Monitor, record and disseminate incoming correspondence and requests within required timeframes
  • Maintain accurate data records and systems for timely reporting and analysis
  • Analyse and identify potential safeguarding issues, requiring external reporting via incident teams when reviewing and triaging complaint events

This role offers a unique opportunity to make a positive difference in the lives of others. If you are passionate about delivering exceptional customer service and have a strong commitment to addressing complaints effectively, we encourage you to apply.

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