Complaints Resolution Specialist

SG Fleet AU; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

SG Fleet AU is seeking a dedicated professional to manage and resolve customer complaints within established frameworks and service standards. The role emphasizes fair, timely, and customer-focused outcomes while supporting investigations and stakeholder engagement to ensure issue resolution.

The position involves handling end-to-end complaints, gathering information, and communicating outcomes clearly to customers.

Qualifications

• Experience in customer service, complaint handling or dispute resolution.
• Ability to investigate, gather information, assess facts and apply judgement.
• Strong verbal and written communication with customers and stakeholders.
• Empathy, professionalism and resilience in difficult conversations.

Responsibilities

• Manage end-to-end customer complaints of low to moderate complexity in line with internal procedures and service standards.
• Investigate complaints by gathering information, assessing evidence, and engaging with stakeholders to reach fair outcomes.
• Communicate with customers professionally, managing expectations and clearly explaining outcomes.
• Maintain accurate case records and documentation within required systems.
• Escalate complex, high-risk or sensitive complaints to senior team members when appropriate.
• Identify recurring issues and contribute insights for trend analysis and process improvements.
• Build effective working relationships with operational stakeholders to support timely resolution.
• Contribute to a positive customer experience by adhering to quality standards and compliance.

Job description

About the role

This position is responsible for managing and resolving customer complaints within established frameworks and service standards. The role focuses on delivering fair, timely, and customer-focused outcomes while supporting complaint investigations, stakeholder engagement, and issue resolution.

Key Responsibilities

• Manage end-to-end customer complaints of low to moderate complexity in accordance with internal procedures, service standards, and regulatory requirements
• Investigate complaints by gathering information, assessing evidence, and working with relevant stakeholders to reach fair and consistent outcomes
• Communicate with customers professionally and empathetically, ensuring expectations are managed and outcomes are clearly explained
• Maintain accurate case records, documentation, and complaint correspondence within required systems
• Escalate complex, high-risk, or sensitive complaints to senior team members where appropriate
• Identify recurring issues and contribute insights to support complaint trend analysis and process improvement initiatives
• Build effective working relationships with operational stakeholders to support timely complaint resolution
• Contribute to a positive customer experience through adherence to quality standards, compliance obligations, and complaints handling best practice.

Transferrable skills

• Experience in customer service, complaint handling, dispute resolution, case management, or a related customer-focused environment
• Ability to investigate complaints, gather relevant information, assess facts, and apply sound judgement to achieve fair and timely outcomes
• Strong verbal and written communication skills, with the ability to communicate effectively and professionally with customers and stakeholders
• Demonstrated ability to manage difficult conversations with empathy, professionalism, and resilience
• Ability to work collaboratively with internal stakeholders to facilitate complaint resolution and positive customer outcomes
• Proficiency in Microsoft Office applications and experience using customer, complaint, or case management systems
• Understanding of customer service principles and a commitment to delivering positive customer experiences

Why SG Fleet?

Learn more about SG Fleet's employee value proposition -https://youtu.be/j07XRviL-WM