Senior Complaints Specialist

8 months fixed term contract | Located in Mascot | ASAP Start | Annual Salary

Your new company
Join a well-established government-owned organisation within the Australian aviation sector, providing important services to the aviation industry and wider community. Youll become part of a supportive and collaborative team responsible for responding to community enquiries and complaints relating to aircraft noise and aviation operations. You must be an Australian Citizen to apply.
Your new role
As a Complaints Officer, youll join a close-knit team of approximately six and provide frontline support to members of the public. This is a busy role where youll respond to complaints and enquiries, investigate concerns, sometimes explain technical information in simple terms and help manage customer expectations.
You will:

• Respond to customer complaints and enquiries via phone and email
• Handle a high volume of enquiries professionally and empathetically
• Investigate concerns relating to aircraft noise, flight paths and aviation operations
• Provide clear, accurate and easy-to-understand responses
• Use strong de-escalation skills when dealing with frustrated or challenging customers
• Identify sensitive or complex matters and escalate them appropriately
• Accurately record complaints, enquiries and outcomes in internal systems
• Work closely with your team to meet response times and service standards
• Learn relevant aviation information to confidently respond to community enquiries

What you'll need to succeed
Were looking for someone who is confident in communicating with people and comfortable working in a busy and sometimes challenging complaints environment.
Ideally, you will have:

• Strong customer service and complaints-handling experience
• Proven ability to de-escalate difficult or sensitive conversations
• Experience working within a high-volume customer service environment
• Excellent verbal and written communication skills
• Strong attention to detail and accurate record keeping
• The ability to remain calm and professional under pressure
• Confidence learning technical information and explaining it in simple terms
• Previous experience within aviation, airports or air services would be highly regarded
• The ability to work independently as well as part of a collaborative team.
• You must be an Australian Citizen to apply.

What you'll get in return
This is an excellent opportunity to join a recognised organisation within the aviation sector and gain experience in unique complaints and community engagement environment.
You'll receive:

• 8-month fixed-term contract, with potential for extension
• Salary around $102792 plus, depending on experience
• Start ASAP
• Hybrid working arrangements
• Office based in Mascot
• Initial 12 weeks of on-site training in Mascot, followed by greater work-from-home flexibility
• Support from an experienced and collaborative complaints team
• Exposure to a unique and interesting area of the aviation industry

What you need to do now
If you're an experienced Complaints Officer, Customer Service Officer or Case Management professional who enjoys resolving challenging enquiries and providing a high level of customer service, we'd love to hear from you. Click 'apply now' to forward an up-to-date copy of your CV to Niamh Kelly via [email protected]
#3025703