Complaint Resolution Specialist

2 weeks ago

Canberra, ACT, Australia relatbl Full time
About the Role

We are seeking a highly skilled Complaint Officer to join our team at the APS4 level. As a Complaint Officer, you will be responsible for effectively communicating with stakeholders, accurately recording complaint details, and assessing resolutions.

This is a full-time opportunity available on a labour hire or non-ongoing APS contract. The role is based in a dynamic and supportive environment, and you will have the opportunity to work with a diverse range of people.

Key Responsibilities
  • Communication and Stakeholder Engagement: Communicate effectively with members of the public and agencies, providing excellent customer service and resolving complaints in a timely and professional manner.
  • Complaint Handling: Accurately record complaint information and assess complaints to determine jurisdiction and the appropriate way to resolve or progress complaints.
  • Problem-Solving and Escalation: Identify and escalate urgent and sensitive complaints, using sound judgement to make discretionary decisions.
  • Team Collaboration: Work effectively and cooperatively as a member of a team, participating in corporate activities, training, and mentoring team members as required.
Requirements
  • Communication Skills: Demonstrated experience in communication with a diverse range of people, including those with disabilities, cultural and linguistic diversity, and vulnerabilities.
  • Research and Analysis: Strong research skills and the ability to gather and analyze information to inform decision-making.
  • Conflict Resolution: Advanced ability to de-escalate challenging conversations and find ways to resolve complaints.
  • Professionalism and Impartiality: Demonstrated commitment to maintaining professionalism and impartiality in all interactions.
About Our Company

At relatbl, we pride ourselves on being a business owned and managed by people who have first-hand experience working as contractors. We understand the needs of our staff and provide a range of perks and benefits to support their success.

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