Complaints Resolution Specialist

1 month ago


Melbourne, Victoria, Australia HiTech Group Full time
Complaints Officers Job Description

HiTech Group is seeking highly skilled Complaints Officers to join their team in assessing and monitoring complaints and other regulatory intelligence.

Key Responsibilities:
  • Manage and resolve a caseload of complaints reported, including assessing moderately complex complaints and contributing to regulatory activities, such as conciliations.
  • Monitor incoming reports to ensure high-risk or complex complaints are escalated to be dealt with expeditiously and escalate any delays or workflow obstacles to line managers and managers.
  • Support the education and training function in identifying complaints and preventing, effectively providing information about the agency's complaints handling function.
  • Contribute to a learning culture where expertise can be developed and appropriately shared.
Requirements:
  • Previous experience in accessing and monitoring caseloads of complaints or claims to a high standard.
  • The ability to communicate well with, relate to, and see issues from the perspective of people from a diverse range of cultures, backgrounds, and experiences.
  • Liaise regularly with managers as to the management of caseload.
  • Understanding of relevant legislation and policy frameworks.
  • Contribute to supporting and building capability in a team environment through input in team and national forums.

Successful Complaints Officers will be based out of one of HiTech Group's offices Australia wide, securing a contract until December 2024 plus extensions and rewarding lucrative rates.



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