
Early Resolutions Officer
1 week ago
At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.
**Your new role**
Reporting to the Manager, Early Resolutions, the Early Resolutions Officer is part of the Member Resolutions Team within the broader Member Sentiment Team. The role is primarily phone-based and is responsible for identification and allocation of escalations and resolving non-complex complaints in a timely manner, in accordance with Fund and regulatory requirements whilst embracing and driving change.
Key duties include but are not limited to:
- Take details of new complaints transferred by phone from the contact centre
- Resolve complaints on the phone transferred from the contact centre
- Triage complaints in accordance with legislative requirements
- Resolve non-complex IDR complaints
- Respond to complainants who have been identified in member surveys and social media via outbound calls
- Triage and refer administration tasks of new complaints
- Register new complaints received in the Complaints Management System
- Assist with case allocation across the Member Resolutions team
- Ensure all activities are delivered in adherence with legislative and Fund requirements including RG 271 and the Complaint Management Policy
- Adhere to reporting of complaint related breaches and incidents management requirements
- Identify continuous improvement opportunities to deliver an enhanced member service, greater efficiency and or reduction of risk to the fund
- Ensure relevant legislative and organisational requirements are met; keep up to date on all key changes to relevant regulationsMaintain strong working relationships with internal staff and external third parties
**What you’ll need**
The role requires the ability to work collaboratively, and when required assist other team members with investigation or solutions in an environment where ideas and suggestions are explored with enthusiasm. We seek someone who has the willingness to continuously improve both themselves and the teams around them. In addition, you will bring;
- At least two years’ experience in Superannuation/ Life insurance, or in a related role
- Previous experience in customer service or dispute resolution
- An enthusiasm to resolve complaints primarily over the phone.
- Excellent written and verbal communication skills
- High attention to detail
- Good stakeholder management skills, with the ability to engage effectively at all levels
- Excellent organisational skills with the ability to prioritise and manage the range of tasks required of this position
- Excellent interpersonal skills which foster cooperation and teamwork in a close team environment
**Life at AustralianSuper**
AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.
We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.
**What’s next**
Australian or New Zealand citizenship or Australian permanent residency status is required.
**_Progress powered by purpose._
-
Resolutions Officer, Intake
15 hours ago
Melbourne City Centre, Australia Department of Health Full time***: Resolutions Officer, Intake & Early Resolutions x1 Fixed term (12 months), Full or part time Resolutions Officers manage caseloads of complaints about Victorian health service providers with the aim of achieving timely and effective resolution. In dealing with complaints, Resolutions Officers liaise with the consumers of health services as well as with...
-
Early Resolutions Officer
1 week ago
Melbourne, Victoria, Australia Australiansuper Full timeAt AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.**Your new...
-
Early Resolution Officer
2 weeks ago
Melbourne, Victoria, Australia Telecommunications Industry Ombudsman Full timeJob Category: Call Centre and Customer ServiceAre you ready to help customers overcome telco challenges and make a real impact? If you are, we'd love to hear from you.We're looking for passionate problem-solvers to join our Early Resolution team on a casual basis.As a member of the Early Resolution team, you'll be the friendly face (or voice) that customers...
-
Complaints Early Resolutions Officer
1 week ago
Melbourne, Australia Link Group Full time**Overview** As a Complaints Early Resolutions Officer, you will be responsible for: investigating, resolving and providing high quality responses to escalated customer complaints within 5 working days of receipt. The role identifies systemic and material issues and contributes to operational process improvements in order to drive improved member and...
-
Early Resolution Officer
3 weeks ago
Melbourne, Victoria, Australia Telecommunications Industry Ombudsman Full timeJob Category: Call Centre and Customer ServiceAre you ready to help customers overcome telco challenges and make a real impact? If you are, we'd love to hear from you.We're looking for passionate problem-solvers to join our Early Resolution team on a casual basis.As a member of the Early Resolution team, you'll be the friendly face (or voice) that customers...
-
Early Resolution Officer
3 weeks ago
Melbourne, Victoria, Australia Telecommunications Industry Ombudsman Full timeJob Category: Call Centre and Customer ServiceAre you ready to help customers overcome telco challenges and make a real impact? If you are, we'd love to hear from you.We're looking for passionate problem-solvers to join our Early Resolution team on a casual basis.As a member of the Early Resolution team, you'll be the friendly face (or voice) that customers...
-
Investigator, Early Resolutions
1 week ago
Melbourne City Centre, Australia Department of Health Full time**About the role**: Investigators plays a key role in the resolution of complaints received by the office of the National Health Practitioner Ombudsman (NHPO). As an Investigator in the Early resolution team, you are responsible for efficiently assessing complaints and other approaches made to the NHPO under direction from a Team Leader. The role is focused...
-
Investigator, Early Resolutions
1 week ago
Melbourne, Australia Victorian Government Full time**Overview**: **Work Type**:Ongoing - Full-time **Salary**: $97,955 - $111,142 **Grade**:VPS 4 **Occupation**:Governance and risk management **Location**:Melbourne - CBD and Inner Metro suburbs **Reference**:VG/1879212 The Department of Health plays a critical role in the Victorian health system and is responsible for shaping it to meet the health...
-
Manager, Early Resolutions
4 weeks ago
Melbourne, Victoria, Australia AustralianSuper Full timeJoin to apply for the Manager, Early Resolutions role at AustralianSuper2 days ago Be among the first 25 applicantsJoin to apply for the Manager, Early Resolutions role at AustralianSuperGet AI-powered advice on this job and more exclusive features.At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we...
-
Dispute Resolution Officer
2 weeks ago
Melbourne, Victoria, Australia Department Of Government Services Full time**About us**The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone's experience of doing business and interacting with the Victorian government. We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses. We are doing this by connecting and...