Senior Resolutions Specialist

Darwin | Full Time | 6-Month Contract

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 sumaita.islam@hays.com.au
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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