Complaints Consultant

The Opportunity

Are you a proactive problem-solver with a knack for turning a negative customer experience into a positive outcome? We are seeking a dedicated Complaints Consultant to join a high-performing Operations team in the heart of Melbourne.

This is a pivotal role where you will manage end-to-end dispute resolution, ensuring every member receives a fair, transparent, and professional experience.

Key Responsibilities

• Resolution Management: Investigate and resolve complex customer complaints via phone and written correspondence.

• Root Cause Analysis: Identify underlying issues and collaborate with internal teams to implement corrective actions.

• Compliance: Ensure all resolutions meet strict regulatory requirements and internal quality standards.

• Reporting: Maintain meticulous records and identify trends to help drive continuous process improvement.

What You’ll B...