Senior Resolutions Specialist

Your new company 
Our client is a well-regarded Northern Territory organisation responsible for delivering essential services across the region. Due to an EOI, they are seeking an experienced Senior Resolutions Specialist to join their Darwin team on a 6-month contract. This role offers the opportunity to investigate and resolve complex customer matters while working closely with a range of internal and external stakeholders.

Your new role 

• Managing complaints from acknowledgement through to investigation, response and resolution.
• Acting as an escalation point for complex, sensitive and high-risk matters.
• Investigating and preparing responses to Ombudsman and Ministerial enquiries. 
• Performing root cause analysis to identify recurring complaint trends and opportunities for improvement.
• Producing high-level written correspondence and reports. 
• Providing specialist advice and supporting best-practice complaint management.
• Building strong relationships with internal and external stakeholders to achieve positive customer outcomes.

• Experience managing complex complaints, investigations or case management matters. 
• Strong investigative, analytical and problem-solving skills.
• Excellent written communication skills, including experience preparing detailed correspondence and reports. 
• The ability to manage difficult conversations, negotiate outcomes and resolve conflict. 
• Strong stakeholder engagement skills and the ability to work collaboratively across diverse teams.
• Experience identifying trends, analysing information and making evidence-based recommendations.