Senior Complaints Resolution Specialist

6 days ago

Hobart, Tasmania, Australia beBeeComplaints Full time $91,681 - $119,092

Role Overview

We are seeking a Senior Complaints Resolution Specialist to join our team. The role involves resolving complaints in a timely and effective manner using various techniques such as investigations, facilitated discussions, meetings, or site visits.

The successful candidate will have a strong focus on customer outcomes and be able to liaise with internal and external stakeholders in all cases from daily interactions to complex matters.

About the Role

  • Work with complainants, people receiving care, their supporters, and service providers to identify concerns and develop options for resolution.
  • Analyse and interpret information presented including identifying, prioritising, escalating, and managing risks within your caseload.
  • Contribute to overall objectives and outcomes of your team including meeting legislated and key performance indicators.
  • Positively contribute to team work by sharing ideas, offering support, and collaborating on key tasks.
  • Manage high caseloads involving complex and sensitive subject matter and competing priorities.
  • Have difficult conversations with stakeholders including aged care recipients, their supporters, and service providers.
  • Accurately record information including detailed file notes, risk assessments, referrals, recommendations, and escalation briefs.
  • Produce high-quality correspondence for complainants, people receiving care, their supporters, and service providers.
  • Be allocated duties that may not be specifically mentioned in the position description which are within the capacity, qualifications, and experience normally expected from persons occupying positions at this level.

Key Requirements

  • Strong customer outcome focus.
  • Able to work with diverse stakeholders.
  • Effective communication and interpersonal skills.
  • Ability to manage competing priorities and high caseloads.
  • Knowledge of complaint handling procedures.
  • Previous experience in a similar role.

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