Senior Customer Resolutions Officers

• End-to-end high level complaints management and analysis
• $84,300 to $90,400 p.a. plus super
• Maroochydore location

Our client is a high profile respected employer supporting the region with essential services to the public and business clients.

We are currently recruiting for this exciting and critical role in their Customer Relationships Team. The position is a fantastic opportunity to resolve complex complaints and liaise with the organisation and external parties, at all levels, to ensure the successful resolution of customer issues.

What you will be doing:

This complex and challenging role will see you understanding, monitoring, actioning and resolving customer complaints including identifying potential systemic issues for business improvement. You will be required to case manage customer issues from instigation to resolution and liaise at a high level with a variety of internal and external stakeholders.

You will investigate customer issues and ensure responses are delivered to a high level of quality within strict timeframes. While very much a hands on role, the position will also act as a leader to other team members with workload management and assist the Manager in the development, maintenance and continuous improvement of customer complaint management frameworks, processes and procedures. The role will also identify risks and emerging trends arising from customer contact.

 

What is on offer:

• A base salary between $84,300 and $90,400 p.a. plus superannuation
• A great team environment
• Fantastic employee benefits
• The opportunity to make a significant impact on service delivery across the organisation
• Permanent Full Time employment
• A fantastic office environment centrally located in Maroochydore
• Lots of learning and professional development opportunities.

 

What we are looking for:

• Previous experience in managing and resolving complex customer complaints
• High level experience and well developed negotiation and mediation skills with the ability to gain outcomes that balance customer and organisational needs.
• Well developed written and oral communication skills with demonstrated ability to write complex and sensitive correspondence.
• The ability to monitor and ensure achievement of complaints and correspondence KPIs across the business.
• A natural ability to provide on the job training, coaching and mentoring to team members.
• Exceptional relationship and stakeholder management and interpersonal skills, including the ability to influence across all levels of the organisation.
• Highly developed organisational and time management skills, including proven ability to manage competing priorities, monitor and report milestone progress and achieve tight deadlines and set outcomes.
• Demonstrated ability to work both independently and as a team member.
• Strong problem solving and analytical skills including the ability to recognise opportunities and develop improvements to systems or processes.
• Experience in records and correspondence management systems.

 You will be required to work full time hours between 8.30am and 5.30pm Monday to Friday with some requirement for outside of hours work on occasion based on business needs (only in emergency situations).

You must be an Australian Citizen or Permanent resident to apply for these positions.

Please be aware that a pre-employment criminal history checks may be undertaken.

How to apply:

To apply click the apply link and complete all details on the application form and attach an up to date resume. Reference JO-2206-4824

For more opportunities visit www.tacticall.com.au where you can also stay in touch with new jobs by liking us on facebook and following us on LinkedIn