Senior Conflict Resolution Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeComplaints Full time $90,000 - $121,000

We are seeking a seasoned Complaints Manager to oversee the resolution of customer complaints and escalations within our organisation.

The ideal candidate will have a strong background in conflict resolution, with excellent communication and problem-solving skills. They will be responsible for managing all complaints and escalations handled by our contact centre team.

Main Responsibilities:

  • Active management of customer complaints and escalations, ensuring timely and effective resolutions.
  • 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 internal teams to discuss risks and actions.
  • Periodic review of processes to ensure accuracy and efficiency.
  • Liaising with relevant departments to manage complaints.
  • Ensuring quality outcomes within the Complaints team.
  • Reporting on complaints volumes and trends.
  • Chairing meetings with the Complaints team to discuss complaint trends and issues.
  • Deep dive analysis into relevant or trending complaint 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 team, ensuring feedback is provided where appropriate.

Key Requirements:

  • Proven experience in conflict resolution and complaint management.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving skills.
  • Able to work independently and as part of a team.
  • Familiarity with data protection regulations and policies.

What We Offer:

  • A dynamic and supportive work environment.
  • Ongoing training and development opportunities.
  • A competitive salary and benefits package.

How to Apply:

  • Please submit your resume and cover letter outlining your experience and qualifications for this role.

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