Listed 2 weeks ago
Senior Resolutions Specialist
HAYS
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via hays.com.au
Customer Service - Call Centre
- Location
- Darwin, NT
- Type
- Full-time
About the role
Darwin | Full Time | 6-Month Contract
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV at sumaita.islam@hays.com.au
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#3026033
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.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV at sumaita.islam@hays.com.au
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
#3026033
Apply
via hays.com.au
