Job Description

Your new company

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Join a progressive and customer-focused organisation committed to delivering exceptional service experiences. This is an opportunity to play a key role in managing customer complaints, driving service improvements, and supporting positive customer outcomes within a collaborative and high-performing team.

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Your new role

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We are seeking an experienced Part-Time Complaints Officer to manage complex customer complaints and escalations, ensuring fair, timely and customer-focused resolutions. This flexible opportunity offers 3 days per week, with flexibility around the days worked, making it ideal for candidates seeking work-life balance while contributing to a high-performing customer experience team.

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Key responsibilities include

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



and complaint management processes.
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What you'll need to succeed

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To be successful, you will bring:

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

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- Opportunity to make a meaningful impact on customer outcomes and service delivery.
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- Diverse and challenging workload within a collaborative team workplace.
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- Supportive leadership and ongoing professional development opportunities.
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- Exposure to complex stakeholder management and investigation work.
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- Flexible and inclusive workplace culture.
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📌 Complaints Officer (Victoria)
🏢 Rashi Joshi
📍 Victoria