Early Resolution Officer
Core
Handle new consumer complaints and disputes via phone and email for the energy and water sectors, assessing jurisdiction and guiding customers through the resolution process.
Role type
Customer service/dispute resolution officer
Builds
Fair and reasonable complaint outcomes for NSW consumers
Domain
Energy and water utilities / Consumer advocacy
Deliverable
client delivery
Required skills
complaint handling, jurisdiction assessment, case management systems, legislation interpretation, customer education, negotiation, record keeping
Preferred skills
energy or water sector experience, Microsoft Dynamics
Responsibilities
Respond to customer enquiries and complaints; assess jurisdiction and scope of complaints; interpret and communicate legislation; manage referrals for out-of-scope complaints; maintain accurate records in the case management system