About the role

This position is responsible for managing and resolving customer complaints within established frameworks and service standards. The role focuses on delivering fair, timely, and customer-focused outcomes while supporting complaint investigations, stakeholder engagement, and issue resolution.

Key Responsibilities

- Manage end-to-end customer complaints of low to moderate complexity in accordance with internal procedures, service standards, and regulatory requirements
- Investigate complaints by gathering information, assessing evidence, and working with relevant stakeholders to reach fair and consistent outcomes
- Communicate with customers professionally and empathetically, ensuring expectations are managed and outcomes are clearly explained
- Maintain accurate case records, documentation, and complaint correspondence within required systems
- Escalate complex, high-risk, or sensitive complaints to senior team members where appropriate
- Identify recurring issues and contribute insights to support complaint trend analysis and process improvement initiatives
- Build effective working relationships with operational stakeholders to support timely complaint resolution




- Contribute to a positive customer experience through adherence to quality standards, compliance obligations, and complaints handling best practice.

Transferrable skills

- Experience in customer service, complaint handling, dispute resolution, case management, or a related customer-focused environment
- Ability to investigate complaints, gather relevant information, assess facts, and apply sound judgement to achieve fair and timely outcomes
- Robust verbal and written communication skills, with the ability to communicate effectively and professionally with customers and stakeholders
- Demonstrated ability to manage difficult conversations with empathy, professionalism, and resilience
- Ability to work collaboratively with internal stakeholders to facilitate complaint resolution and positive customer outcomes
- Proficiency in Microsoft Office applications and experience using customer, complaint, or case management systems
- Understanding of customer service principles and a commitment to delivering positive customer experiences

Why SG Fleet?

Learn more about SG Fleet's employee value proposition - https://youtu.be/j07XRviL-WM

📌 Complaints Resolution Specialist (Sydney)
🏢 SG Fleet Group
📍 Sydney