Complaints Officer - Melbourne, Australia - Charterhouse

    Charterhouse
    Charterhouse Melbourne, Australia

    2 weeks ago

    charterhouse background
    Description

    Job details

    Location: Melbourne CBD Job Type: Temporary Discipline: Professional Support
    Reference: Posted: about 2 months ago

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    Job description

    • Work with a leading Melbourne organisation, contribute to the ongoing development of a professional complaint resolution service
    • You will be responsible for processing and investigating all customer feedback cases in a timely manner, providing exceptional customer experience
    • Initial 3 month contract | CBD location

    You will be working for a leading transport provider in Melbourne CBD. You will be responsible for managing a complaints caseload and investigating complaints in a timely manner providing exception customer service.

    Responsibilities will include:

    • Manage complaints caseload and prioritise according to level of urgency, responding by letter, phone, or email in a timely manner.
    • Investigate all issues thoroughly and liaise with various business units to ensure a satisfactory outcome
    • Respond on Ministerial, government and Public Ombudsman queries as required.
    • Ensure you are restoring passenger confidence and appropriate follow up actions have taken place.
    • Meet and exceed weekly individual and team targets for cases closed telephone resolutions and internal/external escalations.

    You will have the following:

    • Previous experience in complaints environment
    • Highly developed written and verbal communication skills
    • Intermediate knowledge of the MS office suite including Word, Excel and Outlook
    • Ability to think ahead, proactively make decisions and problem solve
    • Proven experience working in a busy environment
    • Be hard-working, punctual, and organized
    • Work effectively and autonomously to specific deadlines while maintaining a high level of accuracy
    • An aptitude to grow and learn

    Benefits:

    This company offer a collaborative working culture with a diverse workforce, a commitment to equity and a flexible environment. Safety and zero harm are at the heart of their values.

    Please note you will need to obtain a police check for this role before commencing this role.

    If this sounds interesting please apply online with your CV, including a cover letter.

    At Charterhouse, we embrace, and value, diversity of culture, working arrangements, sexual orientation, and gender identity. On behalf of our client, we promote a workplace that actively seeks to include and welcome unique contributions of all people; to embrace and celebrate the value of Aboriginal and Torres Strait Islander staff, their skills and contributions to the workplace.