Complaint Resolution Specialist

4 days ago

Ipswich, South Dakota, Australia beBeeComplaint Full time $85,000

Complaints resolution professional sought for health and community services organisation

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Established in the heart of a rapidly growing region, our organisation provides comprehensive integrated services to support the wellbeing of Aboriginal and Torres Strait Islander peoples.

We're looking for a dedicated individual with experience in complaint management and conflict resolution to join our team as a Complaints Officer. In this role, you'll use your strong communication skills to manage and resolve complaints with empathy and professionalism, ensuring positive outcomes for all involved.

About the job

This is an initial 12-month fixed-term position. The successful candidate will work full-time (38 hours) on Monday to Thursday (8:00am – 4:30pm) and Friday (8:00am – 4:00pm).

As a key member of our team, you'll collaborate with internal stakeholders and external parties to provide excellent customer service and maintain accurate records. You'll also contribute to continuous improvement by identifying opportunities to enhance complaint management systems.

Requirements
  • Proven experience managing and resolving complaints within a health or NGO setting.
  • Excellent oral and written communication skills, with the ability to listen actively and tailor messages to diverse audiences.
  • Strong conflict resolution and de-escalation skills, demonstrating empathy and professionalism in difficult conversations.
  • Well-developed analytical and problem-solving abilities to assess complaints, identify core issues, and recommend appropriate resolutions.
  • Demonstrated ability to maintain accurate records, prepare detailed reports, and document case findings thoroughly.
  • Experience building positive working relationships and collaborating effectively with internal teams and external stakeholders.
  • Resilience and professionalism to remain calm under pressure and maintain objectivity throughout complaint handling.
  • Strong organisational and administrative skills, with attention to detail in case management and workflow processes.
  • Commitment to continuous improvement by identifying opportunities to enhance complaint management systems and escalating high-risk issues appropriately.
What we offer
  • Annual leave loading of 17.5%
  • Four week annual leave
  • Annual Christmas closure for all employees, with an additional two gifted annual leave days
  • Non-taxable fringe benefits salary packaging options amounting to $15,900 per annum
  • Uniform provided
  • Access to the Employee Assistance Program (EAP)
  • Opportunities for both internal and external career growth, including professional development and networking events
  • Opportunities to attend community and staff events throughout the year
  • Work from home (WFH) opportunities available

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