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Complaints Management Specialist

2 months ago

Melbourne, Victoria, Australia Service Stream Full time
{"About the Role": "As a Complaints Coordinator at Service Stream, you will play a crucial role in driving the profitability and growth of the organization by effectively managing stakeholder complaints across a National Project.

Reporting directly into the PMO Manager, you will be responsible for coordinating complaints and ensuring they are reviewed and actioned in line with the Client's commercial and customer care requirements.

Key Responsibilities:

* Maintain and develop processes and procedures for the effective coordination of Complaint responsibilities and deliverables for Telecommunications projects
* Liaise with key stakeholders such as clients, businesses, and landowners and occupiers throughout the project lifecycle
* Report weekly and monthly on internal and client KPI's to senior and executive management
* Participate in weekly, monthly, and other internal & client meetings as required
* Manage client escalations with relevant stakeholders and client project teams as required and with defined SLA's and KPI's
* Work collaboratively within the Service Stream Complaints team and equivalent client team to effectively manage end-user Escalations in accordance with client requirements
* Develop and maintain records in accordance with regulatory and client requirements
* Conduct business to the highest standard and in line with the Service Stream Core Values
* Develop strong working and collaborative relationships with the Operational Support Services management team to ensure knowledge, impacts, and delivery strategy of workforce are continuously aligned
* Have a proactive continuous improvement mindset and work within the Operational Support Services Agile framework to assist with scope, delivery, and implementation
* Participate and deliver monthly progress updates as part of the Operational Support Service management team

About You:

* Tertiary qualifications in a related discipline preferred and/or demonstrable experience
* Experience driving a high-performing, fast-paced delivery team
* Demonstrated experience in a Complaints management system
* Demonstrated experience implementing process improvement for a high-level data entry team
* Demonstrated experience using Power BI reporting to monitor outcomes and performance
* Experience gained on large complex construction, industrial, technical, or commercial projects

About Us:

Service Stream, together with its subsidiaries and affiliates, is a leading national service provider to develop and operate Australia's essential communications, energy, and water networks in the telecommunications and utilities industries.

We specialize in the design, construction, and maintenance of new and existing networks, and deliver end-to-end engineering and asset management solutions on behalf of our blue-chip client base.

Service Stream is an equal opportunity employer who believes diversity of thought, background, and experience strengthens relationships and benefits our people, clients, and communities.

We are committed to cultivating an inclusive and high-performing culture where our people thrive and are proud to bring their whole selves to work, inspiring a respectful and inclusive environment.

Service Stream encourages and welcomes the opportunity for applicants to share their lived experiences.

Service Stream does not accept any unsolicited resume referrals from external Recruitment or Labour Hire Companies

Department Administration

How to Apply:

If this sounds like you, apply now to the Service Stream Recruitment Team via the online application button.

About Us:

Service Stream, together with its subsidiaries and affiliates, is a leading national service provider to develop and operate Australia's essential communications, energy, and water networks in the telecommunications and utilities industries.

We specialize in the design, construction, and maintenance of new and existing networks, and deliver end-to-end engineering and asset management solutions on behalf of our blue-chip client base.

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