Customer Resolution Representative
Core
Lead the investigation and resolution of customer complaints, claims, and escalated matters for a water utility, ensuring compliance with regulatory obligations.
Role type
Senior Customer Resolution Representative
Builds
Fair, timely, and customer-focused outcomes for Hunter Water's customers and communities
Domain
Water utility / Regulatory compliance
Deliverable
client delivery
Required skills
Complex complaint investigation, stakeholder management, regulatory compliance, analytical problem-solving, risk assessment, continuous improvement
Preferred skills
Dispute resolution body experience, water industry knowledge, data analysis
Technologies
Customer management systems, electronic records management systems, Microsoft 365
Responsibilities
Manage complaints from assessment to resolution; lead responses to external dispute resolution bodies; advocate for fair outcomes balancing customer needs with operational requirements; maintain high standards of privacy and documentation; identify complaint trends to recommend process improvements.
Seniority
Senior, hands-on IC