Complaints Resolution Officer

**About the role**

Reporting to the Feedback & Resolutions Manager this role will work with complainants to ensure the efficient and fair resolution of complaints, complying with the complaints framework and regulatory requirements. The role requires you to act in the best interests of members and has a focus on continual improvement through identifying recurring and systemic issues. The role will be an escalation point for Call Centre, Branch and Claims (where relevant) staff and aim to reduce external complaints going to the Ombudsman by addressing issues internally

**Key responsibilities**
- Investigate assigned complaints, collate relevant information, liaise with respective departments and senior leaders as needed for the response to members
- Assess the complexity of complaints and phone members where appropriate for faster resolution and prevent escalation
- Assist with the training and development of complaint investigation and resolution skills of HCF staff
- Help with the building of a knowledge bank of precedents and train staff in their use to quickly resolve complaints in a consistent manner
- Display empathy on all occasions where a member has experienced a (potentially) life changing event or negative experience with HCF
- Drive complaints through to completion within agreed service levels (SLAs) and managing expectations of stakeholders (members, Ombudsman and HCF staff) where SLAs may not be met
- Assist with the development of standards, controls and procedures to ensure excellence in HCF customer service
- Develop, recommend and implement approved initiatives which will consistently improve the delivery of customer service by HCF Group
- Assist with the development of projects that will enable HCF to continue to learn and improve from complaints
- Work with key stakeholders for both projects and complicated complaints in a timely manner to enable the right outcome
- Ensure that all complaints correspondence to customers adheres with legal requirements and complaints procedures and ethical standards
- Acknowledge all complaints from the Ombudsman, coordinate responses and ensure appropriate responses are sent to the Ombudsman within the required timeframes
- Inspire and maintain strong commitment to the provision of outstanding customer service within HCF Group
- Assist with the development of quarterly objectives and goals

**About you**

To be successful in this role, you will demonstrate the following qualifications, experience and skills:

- Knowledge of Private Health Insurance products, services and customer service processes
- Experience in consulting with stakeholders at all levels across an Organisation
- Strong verbal and written communication skills
- Calm, logical and quick-thinking
- Helpful and courteous manner
- Ability to perform required tasks with mínimal supervision
- Ability to set and work to own priorities
- Ability to work in a team environment
- Strong personal commitment to and experience in the provision of outstanding customer service
- Creative, innovative thinker who can competently and independently implement ideas
- Experienced in personal customer service and complaint management
- Intermediate computer skills in MS Word, Excel & Outlook

**Desirable**
- Knowledgeable and familiar with all HCF Group’s products, services and procedures
- Experience working on small scale projects

**Culture**

Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We want to provide you with the skills and tools you need to support your wellbeing journey, so that you can be at your best.

We’re all about creating a fantastic people experience, guided by our values, so that we can in turn better deliver for our members. We work with our people to create a work experience that is inclusive, supportive, safe and respectful so we can do the best for our members.

**Benefits**
- Up to 50% discount on health cover, pet & travel insurance
- Family & Friends day
- Organisational wide Recognition & Rewards program
- Generous Parental Leave Scheme
- Health & Wellbeing Initiatives

Come and join our HCF team