Complaints Resolution Specialist

Summary about this job

Detail information about job Complaints Resolution Specialist. Terms and conditions vacancy

Looking for a Complaints Resolution Specialist for an initial 2 year contract.

The role will be to work with a reputable State Government agency.

My client has been renowned as a leading employer, that supports and develops their staff and offers strong work life balance.

Purpose of the role:

• Receive, respond and effectively resolve or triage complaints raised by our customers. Develop and implement opportunities to continually improve and enhance services to our customers.

Key responsibilities:

• Support the Complaints Resolution to embed strategies to address systemic customer complaints and ensure their integration into the procedures and systems applied by the team
• Provide high quality specialist services for Return to Work & Support's customers
• Deliver accurate, timely, empathetic and efficient end-to-end resolution of customer complaints
• Coach and mentor peers and other internal stakeholders to achieve positive customer outcomes
• Liaise with internal stakeholders to identify opportunities for improvement and to ensure that there is alignment across each of the levels of response.

Essential requirements:

• Extensive experience in Workers Compensation, and/or complaints handing of Workers compensation claims. Call centre environment experience is desired but not essential.
• Ability to tailor communications and approach to the specific customer, regardless of whether they are an individual or representative of a company
• Ability to work in a high-volume call-based environment within tight timeframes.