SYDNEY

• Receive, respond, manage complaints received by customers
• Permanent & 12 months fixed term roles| Hybrid working environment
• Location: Kent Street| Salary from $ 129,464 + super, plus benefits

SKILLS & EXPERIENCE

• Tertiary qualification in commerce, accounting, business or similar.
• Demonstrated experience in complaints handling, resolution or alternative dispute resolution with an aptitude for problem-solving.
• Regulatory compliance and industry experience in insurance, finance or banking. ‘
• Comprehensive understanding of workers compensation legislation combined with a solid working understanding of New South Wales workers compensation scheme.
• Experience in conflict resolution or alternative dispute resolution and negotiation skills in insurance, finance or banking.

ABOUT THE ROLE

Support the team in responding to, managing and effectively resolving complex complaints and disputes raised by internal and external stakeholders on behalf of our customers. Develop and implement opportunities to continually improve and enhance services to our customers. Candidates may also be considered for fixed term roles in a competitive interview process.

DUTIES

It’s an exciting time at icare where no two days are the same; as a Customer Resolution Specialist you will:

• Frontline phone assistance and support for customers raising complaints and being their first point of contact, as well as lodging their complaints.
• Ensure that appropriate actions are taken to resolve customers problems and concerns within set timeframes.
• Maintain accurate and timely records of customer interactions with details of enquiries, complaints, or comments.
• Use your expert knowledge to achieve either first contact resolution or to explore an appropriate resolution with all relevant internal and external stakeholders for an appropriate response.
• Prepare correspondence and briefing material to support appropriate responses to complaints raised by internal stakeholders or systemic problems identified through complaints managed or external stakeholders as and when required.
• Identify significant and/or systemic problems through enquiries or complaints received and provide sufficient information to support performance management processes or other remediation actions where warranted.
• Understands and meets the regulatory and relevant administrative and privacy law requirements when managing enquiries and complaints.