Job description

• Managing and investigating complex customer complaints and enquiries.
• Acting as a central point of contact for escalated customer matters.
• Collaborating with internal stakeholders to achieve positive customer outcomes.
• Conducting investigations and internal reviews.
• Monitoring complaint timeframes and ensuring service standards are met.
• Analysing complaint trends and identifying opportunities for continuous improvement.
• Preparing reports and contributing to customer service improvement initiatives.
• Supporting the maintenance and effective use of CRM systems (Salesforce) and complaint management processes.

• Previous experience in complaints handling, investigations, customer advocacy, or complex case management.
• Strong stakeholder engagement and relationship management skills.
• Demonstrated ability to manage sensitive matters and difficult conversations professionally.
• Excellent written and verbal communication skills.
• Experience analysing information and producing detailed reports and recommendations.
• Strong organisational skills with the ability to manage competing priorities.
• Proficiency with Microsoft Office and CRM systems, ideally Salesforce.
• A proactive approach with strong attention to detail and problem-solving abilities.
• A current Employee Working with Children Check (WWCC) or the ability to obtain one prior to commencement.

• Opportunity to make a meaningful impact on customer outcomes and service delivery.
• Diverse and challenging workload within a collaborative team environment.
• Supportive leadership and ongoing professional development opportunities.
• Exposure to complex stakeholder management and investigation work.
• Flexible and inclusive workplace culture.

If you're interested in this role, click 'Apply Now' to forward an up-to-date copy of your CV, or email for further information.