Complaints Resolution Officer

As a Complaints Resolution Officer, you will play a crucial role in managing customer feedback and incident cases with a focus on compliance and risk management. Your objective will be to ensure that every piece of feedback is not just heard, but acted upon, driving improvements that enhance our customer experience and operational efficiency.

- Manage customer feedback, complaints and incident cases through to resolution.
- Conduct investigations, identify root causes and recommend corrective actions.
- Liaise with customers and stakeholders to provide timely updates and maintain positive relationships.
- Analyse feedback and incident data to identify trends, risks and improvement opportunities.
- Partner with leaders across the business to support quality and continuous improvement initiatives.
- Assist in maintaining compliance with quality management systems, policies and relevant standards.
- Contribute to process improvements that enhance customer experience and operational performance.

About you:

If you are someone who thrives on building relationships and believes in the power of feedback to drive change, we want you on our team. You will need to bring:

- 2-3 years of experience in a relevant field, such as Engineering, Business, or Risk Management.




- A current Victorian Drivers Licence to facilitate case management activities.
- A proactive approach to problem-solving, with a knack for identifying opportunities for business improvement.
- Strong verbal and written communication skills that foster collaboration and inspire action amongst stakeholders.
- Experience in customer complaints, feedback management, quality, compliance, investigations or a similar role.
- Solid stakeholder management and relationship-building skills.
- Experience working within quality, risk or continuous improvement frameworks is highly regarded.

About us:

At Nationwide Group, our people are at the heart of everything we do. We invest in our teams, value safety above all else, and provide opportunities to grow your career in a national business that continues to evolve.

Compensation & Perks - Rewarding Your Dedication:

- The prospect to coach and develop a skilled contractor network.
- A supportive, collaborative team environment.
- Discounts on services and products with RACV
- Versatile working arrangements to support work life balance
- Career development opportunities within a growing organisation.
- A business that genuinely values safety, quality and customer service.

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📌 Complaints Resolution Officer (City of Greater Dandenong)
🏢 Nationwide Group
📍 City of Greater Dandenong