The Dispute Resolution Lead, Early Resolution is a key role which supports the Dispute Resolution Manager in effectively managing the day-to-day operations of the team. You will be coaching the team to deliver effective and efficient complaints management and customer service.
- monitoring and timely progression of incoming cases for potential trends/issues
- acting as the first point of escalation
- conducting monthly 1:1's
- providing appropriate advice for best practice dispute resolution.
You will also provide relevant reporting and monitor telephony performance to meet relevant KPIs and drive quality performance to ensure customers are provided with outstanding customer service by providing information relevant to resolve their complaint/enquiry.
- be passionate, strategic, quality focused and have great time management skills
- possess highly developed computer literacy skills, Word, Outlook, Excel (Intermediate level) and PowerPoint (Intermediate level)
- have demonstrated in-depth knowledge of DR processes, therefore a minimum tenure of 12 months to apply.
- be available to work full-time (based 75hr contract).
Contact Natalie Stuart-Gregory or Monique Heighes.
- Sydney
- Melbourne
- Home based - New Zealand
- New Zealand - Auckland
- Recent Zealand - Wellington
- Australia
- Brisbane