NSW Department of Customer Service32 followers310 jobs

Senior Complaint Resolution Officer

SeniorFull-timeHybridSydney, NSW, AustraliaPosted 3 weeks agoVerified 6 days ago
Pending fitX of Y criteria met

About the job

The Senior Complaint Resolution Officer position is a fantastic opportunity to join the Independent Review Office's Engagement and Resolution Team. This job focuses on managing and resolving complex complaints, ensuring fairness and transparency in the process. The team thrives on collaboration, continuous improvement, and supporting each other in delivering high-quality outcomes.

Meet the team

About the company

You'll be responsible for

📝

Managing complaints

Managing and resolving Level 2 and Level 3 complaints, ensuring procedural fairness and evidence-based decision-making.
🔍

Conducting investigations

Planning and conducting investigations, defining scope, gathering evidence, and documenting findings.
🤝

Engaging with stakeholders

Professionally engaging with complainants and stakeholders, using negotiation techniques where appropriate.

Key criteria

📝

Complaint handling experience

Demonstrated experience managing and resolving complaints effectively.

View

🔍

Investigation skills

Proven ability to conduct thorough investigations and analyze evidence.

View

📊

Strong writing skills

Experience preparing high-quality reports and decision letters.

View

View more

A meaningful career starts with a match

Think you're a good fit?See what the hiring team are looking for

View your fit

5 criteria for this job
Complaint handling experience
Demonstrated experience managing and resolving complaints effectively.

View

Investigation skills
Proven ability to conduct thorough investigations and analyze evidence.

View

Strong writing skills
Experience preparing high-quality reports and decision letters.

View

Customer service focus
Demonstrated commitment to providing excellent customer service.

View

Understanding of procedural fairness
Knowledge of procedural fairness and natural justice principles.

View

Similar jobs

View all
Townsville City Council
Townsville City Council
Senior Officer Technical SustainabilityTownsville City, QLD · Full-time
This job is about leading sustainability initiatives for Townsville City Council, focusing on enhancing water, waste, and infrastructure services. The impact of this position is significant, as it drives innovative solutions that contribute to a sustainable future for the community. The team values collaboration, creativity, and a commitment to making a positive difference.
Australian Financial Complaints Authority
Australian Financial Complaints Authority
Senior Dispute Resolution Specialist - Investment and Advice - 24 month fixed term contractMelbourne, VIC · Full-time
The Senior Dispute Resolution Specialist job at AFCA is an exciting opportunity to make a real impact in financial fairness, particularly in the Investments and Advice team. This position plays a crucial role in resolving complex financial complaints, ensuring that every voice is heard and valued. At AFCA, teamwork thrives in a supportive and inclusive environment, where flexibility and personal growth are prioritized.
Australian Financial Complaints Authority
Australian Financial Complaints Authority
Senior Dispute Resolution Specialist - Investment and Advice - 24 month fixed term contractMelbourne, VIC · Full-time
The Senior Dispute Resolution Specialist position at AFCA is all about making a real impact in the financial sector. This job offers a fantastic opportunity to champion fairness and resolve complex financial complaints, especially in the evolving cryptocurrency space. At AFCA, teamwork and inclusivity are at the heart of how we work, ensuring every voice is valued and heard.
Australian Financial Complaints Authority
Australian Financial Complaints Authority
Senior Dispute Resolution Specialist - Investment and Advice - 24 month fixed term contractSydney, NSW · Full-time
The Senior Dispute Resolution Specialist position at AFCA is an exciting opportunity to make a real impact in the financial sector. This job focuses on driving financial fairness by resolving complex disputes in the Investments and Advice team, including the dynamic cryptocurrency space. At AFCA, teamwork and inclusivity are at the heart of how we work, fostering a culture where every voice is valued.