Customer Resolution Officer

Job description

The Customer Resolution Officer serves as the first point of contact for members of the public providing feedback or lodging complaints with the Department. This role is responsible for administering and coordinating the complaints management process in line with approved policies and procedures.
The position also ensures complaints are tracked through to resolution and supports reporting requirements for senior stakeholders. Additionally, the role may assist with the administration of Freedom of Information (FOI) applications.

Key Responsibilities

• Manage and oversee the Department’s complaints handling process, ensuring compliance with policies and procedures
• Act as the first point of contact for public enquiries and complaints, providing professional and timely response...