Your new company

Our client is a well-regarded Northern Territory organisation responsible for delivering essential services across the region. Due to an EOI, they are seeking an experienced Senior Resolutions Specialist to join their Darwin team on a 6-month contract. This role offers the opportunity to investigate and resolve complex customer matters while working closely with a range of internal and external stakeholders.

Your new role

- Managing complaints from acknowledgement through to investigation, response and resolution.
- Acting as an escalation point for complex, sensitive and high-risk matters.
- Investigating and preparing responses to Ombudsman and Ministerial enquiries.
- Performing root cause analysis to identify recurring complaint trends and opportunities for improvement.
- Producing high-level written correspondence and reports.
- Providing specialist advice and supporting best-practice complaint management.
- Building strong relationships with internal and external stakeholders to achieve positive customer outcomes.

What you'll need to succeed





- Experience managing complex complaints, investigations or case management matters.
- Strong investigative, analytical and problem-solving skills.
- Excellent written communication skills, including experience preparing detailed correspondence and reports.
- The ability to manage difficult conversations, negotiate outcomes and resolve conflict.
- Strong stakeholder engagement skills and the ability to work collaboratively across diverse teams.
- Experience identifying trends, analysing information and making evidence-based recommendations.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV at [email protected]

If this job isn't quite right for you, but you are looking for a recent position, please contact us for a confidential discussion about your career.

LHS 297508 #3026033 - Sumaita Islam

📌 Senior Resolutions Specialist (Darwin)
🏢 Hays
📍 Darwin