Customer Experience and Feedback Officer

5 days ago

Canberra, Australia HAYS Full time

An exciting permanent opportunity as a Customer Experience and Feedback Officer.

**Your new company**
This well known company is a leading provider of Facility Management and are in need of a Customer Experience and Feedback Officer to join their family.

**Your new role**
As a Feedback & Customer Experience Officer, you will be a crucial team member of the Customer Engagement Team and will work directly with participants, providers and internal staff and agencies to investigate and resolve complaints in a timely and compliant manner. You will be part of a team that prepares high level resolution and briefings for a range of important internal and external audiences and will use your strong skills in interpreting legislation and customer-results focus to ensure efficient and successful resolutions are found.

The duties of the role:

- Managing complaints, including review, recording, resolving and escalating as required
- Managing and resolving escalated complaints and ensuring strict deadlines are met
- Producing quality written correspondence for a range of audiences, including formal responses to Government clients
- Coordinating correspondence, briefing and reporting functions for the Complaints Team
- Working in a team environment and supporting other team members if required
- Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the contract’s strategic objectives

**What you'll need to succeed**
- It is preferred that you have at least 2 years’ experience in a customer resolution role
- It is highly regarded if you have experience in complaints resolution within a government setting
- You need resilience and the ability to handle difficult and confronting situations
- You must have compassion and empathy towards your customers
- You need strong conflict resolution abilities

**What you'll get in return**
- Attractive salary package
- Provide uniforms, footwear and personal protective equipment
- Long term career potential
- Paid parental leave and great discounts with selected retailers
- An Employee Assistance Program, which incorporates a tailored wellbeing initiative

**What you need to do now**

**LHS 297508** #2743353

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