Customer Complaints Resolution Specialist

3 weeks ago


Sydney, New South Wales, Australia Healthdirect Australia Full time
Job Description

We are seeking an experienced Customer Complaints Resolution Specialist to join our team at Healthdirect Australia. In this role, you will be responsible for the oversight and management of all complaints and escalations that are processed by the My Aged Care contact centre.

About the Role
  • Active management of complaints and escalations handled by the contact centre Complaints and Escalations team.
  • Reviewing actions and outcomes, escalating or closing activities, listening to associated calls, and providing feedback where appropriate.
  • End-to-end management of privacy complaints, including data breaches and privacy concerns. Liaising with the Department of Health and Aged Care and internal privacy teams to discuss risks and actions.
  • Periodic review of complaints and escalations team processes to ensure accuracy and efficiency.
  • Liaising with the Department of Health and Aged Care to manage complaints.
  • Ensuring quality outcomes within the Complaints and Escalations team.
  • Periodic and ad hoc reporting on complaints volumes and trends.
  • Chairing meetings with both the Complaints and Escalations team and the Department of Health and Aged Care to discuss complaints trends and issues.
  • Deep dive analysis into relevant or trending complaints or escalations topics as required.
  • Analysing data to identify business and process improvements and develop solutions.
  • Managing the flow of customer satisfaction survey verbatims through to the complaints and escalations team, ensuring feedback is provided where appropriate.
Key Requirements
  • Experience in handling complaints and complaints management.
  • Experience in documenting operational processes.
  • Experience working with or in a contact centre environment.
  • Experience in health and/or government is desirable.
What We Offer
  • A competitive salary of $80,000 - $110,000 per annum, depending on experience.
  • Flexible work arrangements (2 days per week in office, pro-rated for part-time employees).
  • 14 weeks company Paid Parental Leave for both parents.
  • Multi-dimensional wellbeing program that is run by our people for our people.
  • Individual curated learner journeys to support you to expand your capabilities and unlock your talent.


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