Customer Resolutions Consultant

We have a 12-month fixed term opportunity for a Customer Resolutions Consultant to join our team!

This role is based in Southbank and is part of the Customer and Community team.

• Investigate, provide written recommendations and resolve customer claims, escalated complaints and EWOV matters against Aus Net and/or its external contractors.
• Ensure the resolution of all cases in a timely manner and within service level KPIs.
• Prepare accurate correspondence to customers or their representatives, focusing on quality and customer experience.
• Support Customer Service and Care teams on escalations to avoid potential escalation.
• Accurately assess liability and quantum of claims and prepare detailed recommendations for resolution in a timely manner, ensuring clear outcomes for customers.
• Develop effective working relationships with other parts of the business to help foster solutions to customer issues in a timely manner.
• Provide feedback to the business on identified business improvement opportunities to drive change within the organisation, including possible compliance and systemic issues.

• Exceptional communication and customer service skills; existing Ombudsman and complaint skills preferred.
• Ability to analyse a situation and apply the appropriate procedure to execute a successful outcome.
• Willingness to learn and become capable on a variety of different IT systems including email, CRM (Salesforce), telephone systems, Explore, SAP, Fusion, Spout (or social media platforms), GIS spatial systems, MS Office suite, Power BI, NEXOS SMS portal.
• Ability to leverage relationships with all stakeholders in a diverse and changing environment for positive customer and business outcomes.

We’re committed to building an inclusive culture and a diverse workforce.