Senior Resolutions Specialist
Core
Investigate and resolve complex, sensitive, and high-risk customer complaints and enquiries, acting as an escalation point and performing root cause analysis.
Role type
Senior Resolutions Specialist (Complaints & Investigations)
Builds
Resolved customer outcomes and improved complaint management processes
Domain
Public Sector / Northern Territory Services
Deliverable
client delivery
Required skills
complex complaint management, investigative analysis, root cause analysis, high-level written reporting, conflict resolution, stakeholder engagement, trend identification
Preferred skills
experience with Ombudsman and Ministerial enquiries, best-practice complaint management frameworks