Proactive Complaint Resolution Specialist

4 days ago

Sydney, New South Wales, Australia beBeeComplaint Full time $72,880 - $108,720
Senior Complaints Advisor

This is a critical role where you will lead and strengthen the implementation of complaint resolution processes across the organisation.

You will assess, triage, monitor, maintain and review complaint events and data to proactively support staff via coaching and mentoring to achieve successful outcomes.

This position requires expertise in complaints procedure to advise on all aspects of receiving, reviewing, monitoring and finalising complaints.

  • Manage complaints according to National Complaints and Feedback Management and Resolution Policy and Procedures.
  • Provide expert coaching and mentoring to staff to assist in their skills response to negotiate and resolve complaints.
  • Liaise with complainants in a timely, sensitive and informative manner.
  • Manage, record and disseminate incoming correspondence and requests within required timeframes.

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