Complaints Coordinator

Primary Location

Melbourne, VIC
Job Description Summary

An exciting opportunity has arisen for a Complaints Coordinator to join Service Stream in our Collins Street office.
About the Role

Service Stream’s Telecommunications division are currently seeking a Complaints Coordinator to join our growing company. You will be responsible for driving the operational performance and success of the Service Stream Complaints group and general customer experience.

Nature of position: Permanent, Full Time

Location: Collins Street, VIC

Reporting Line: Compliance and Complaints Manager

Key Responsibilities
- Maintain, processes and procedures for the effective coordination of Complaint responsibilities and deliverables for Telecommunications projects
- Liaise with key stakeholders such as clients, businesses and landowners and occupiers throughout the project lifecycle
- Reporting weekly and monthly on internal and client KPI’s to senior and executive management
- Participate in weekly, monthly, and other internal & client meetings as required
- Manage client escalations with relevant stakeholders and client project teams as required and with defined SLA's and KPI's
- Working collaboratively within the Service Stream Complaints team and equivalent client team to effectively manage end user Escalations in accordance with client requirements
- Develop and maintain records in accordance with regulatory and client requirements
- Conducting business to the highest standard and in line with the Service Stream Core Values
- Develop strong working and collaborative relationships with the Operational Support Services management team to ensue knowledge, impacts and delivery strategy of workforce are continuously aligned
- Have a proactive continuous improvement mind set and work within the the Operational Support Services Agile framework to assist with scope, delivery and implementation
- Participate and deliver monthly progress updates as part of the Operational Support Service management team

About You
- Tertiary qualifications in related discipline preferred and or demonstrable experience
- Experience driving a high performing, fast-paced delivery team
- Demonstrated experience in a Complaints management system
- Demonstrated experience implementing process improvement for a high-level data entry team
- Demonstrated experience using Power BI reporting to monitor outcomes and performance
- Experience gained on large complex construction, industrial, technical, or commercial projects

About Us

Service Stream, together with its subsidiaries and affiliates, is a leading national service provider to develop and operate Australia's essential communications, energy and water networks in the telecommunications, utilities and transport industries. We specialise in the design, construction and maintenance of new and existing networks, and deliver end-to-end engineering and asset management solutions on behalf of our blue-chip client base.
- Service Stream is an equal opportunity employer who believes diversity of thought, background and experience strengthens relationships and benefits our people, clients, and communities._
- We are committed to cultivate an inclusive and high-performing culture where our people thrive and are proud to bring their whole selves to work, inspiring a respectful and inclusive environment._
- Service Stream encourages and welcomes the opportunity for applicants to share their lived experiences._
- Service Stream does not accept any unsolicited resume referrals from external Recruitment or Labour Hire Companies._
Department

Field Services

How to Apply