Complaints Resolution Specialist

SG Fleet; Sydney; On-site; AUD 60,000 - 90,000; Full time

Job summary

SG Fleet is seeking a dedicated complaints handler in Sydney to manage end-to-end customer complaints, ensuring fair and timely outcomes. The role involves investigating, gathering information, and engaging with stakeholders to resolve issues while maintaining accurate case records.

The successful candidate will communicate professionally, handle sensitive conversations with empathy, and contribute to continuous improvement through trend analysis and collaboration with internal teams.

Qualifications

• Experience in customer service or complaints handling.
• Ability to investigate, gather information, and apply sound judgement.
• Strong written and verbal communication with customers and stakeholders.
• Familiarity with case management systems.
• Commitment to delivering fair and timely outcomes.

Responsibilities

• Manage end-to-end customer complaints of low to moderate complexity per procedures.
• Investigate by gathering information and assessing evidence with stakeholders.
• Communicate professionally and empathetically, managing expectations.
• Maintain accurate case records in required systems.
• Escalate high-risk or complex complaints to senior team members.
• Identify recurring issues to support trend analysis and improvements.
• Build relationships with stakeholders to support timely resolution.
• Contribute to a positive experience through quality, compliance and best practice.
• Demonstrate ability to handle difficult conversations with empathy.
• Collaborate with internal teams to facilitate resolution.
• Proficiency in MS Office and familiarity with case management systems.
• Understand customer service principles and drive positive outcomes.

Job description

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.
• 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