Conflict Resolution Specialist

Working Hours: 40 hours per week, 8 hours per day, Monday–Friday, within 7 AM–7 PM AEST

At Heart Smart , we’ve been helping people worldwide since 2015 through online programs supporting heart health, type 2 diabetes, obesity-related chronic conditions, menopause, gut health, and more.

Our mission is simple yet powerful:

As we continue to grow, we’re looking for a highly empathetic, solutions-focused Conflict Resolution Specialist to help ensure our clients feel heard, supported, and valued—even when they are unhappy, frustrated, or considering leaving the program.

As a Conflict Resolution Specialist , you will be responsible for managing client concerns, complaints, difficult conversations, and cancellation or resignation requests.

You will act as a calm and professional point of contact when clients experience challenges with their program or overall experience. Your role is to understand the underlying issue, de-escalate situations, identify appropriate solutions, and work toward positive outcomes for both the client and Heart Smart.

This role requires someone who can remain composed under pressure, communicate with empathy, and confidently navigate challenging conversations without becoming defensive or taking things personally.

• Respond promptly and professionally to client concerns, complaints, and escalations.
• Listen carefully to understand the real issue behind a complaint.
• De-escalate emotionally charged conversations and help clients feel heard and respected.
• Investigate concerns and coordinate with the appropriate internal teams when necessary.
• Provide practical and appropriate solutions while working within company policies and processes.
• Handle cancellation, resignation, refund, and dissatisfaction requests with empathy and professionalism.
• Identify opportunities to resolve concerns before a client decides to leave.
• Understand the client's goals and determine whether an alternative solution may better support their needs.
• Escalate matters appropriately when an issue requires management intervention.
• Maintain a balance between client satisfaction and the commercial interests of the business.

• Communicate confidently with clients across email, phone, video calls, and other communication channels.
• Maintain a calm, positive, and professional tone during difficult conversations.
• Build trust with clients even when addressing complaints or negative feedback.
• Follow up with clients to ensure agreed solutions have been implemented and concerns have been resolved.
• Accurately document complaints, resolutions, client feedback, and follow-up actions.
• Identify recurring issues and communicate trends to management.
• Provide constructive feedback to internal teams to help improve the overall client experience.
• Follow established processes while using sound judgment when dealing with unique situations.

You must be an excellent listener who can understand what a client is really saying, acknowledge their concerns, and make them feel heard without automatically agreeing with everything they say.

Strong ability to manage disagreements, complaints, and emotionally difficult conversations while remaining calm, professional, and solutions-focused.

• Communication

Excellent written and verbal communication skills, with the ability to communicate clearly and confidently with different personalities.

• Problem-Solving

Able to assess a situation objectively, identify the root cause, and develop practical solutions that are fair to both the client and the business.

Able to recognise emotions, manage your own reactions, and adapt your communication style depending on the client and situation.

• Resilience

Comfortable handling difficult conversations, complaints, rejection, and high-pressure situations without becoming overwhelmed or defensive.

• Attention to Detail

Meticulous when documenting client interactions, following processes, recording outcomes, and communicating important information internally.

• Proven experience in conflict resolution,…