Customer Complaints & Resolution Specialist

AMP Energy Limited; Melbourne; On-site; AUD 65,000 - 85,000; Full time

Job summary

AMP Energy Limited in Melbourne is recruiting a Customer Resolution Specialist to support Client Servicing by improving how we handle complaints and disputes. You’ll investigate, respond within regulatory timeframes, and turn negative experiences into positive outcomes for AMP North's clients.

You’ll collaborate across departments, provide root-cause analysis, share insights, and help raise the quality of our case management standards while meeting compliance obligations and delivering timely,

Qualifications

• Experience in customer service and problem solving.
• Ability to analyze processes and identify improvements.
• Strong interpersonal and stakeholder management.
• Proficient in Excel and Word.
• Ability to work in a fast-paced environment.

Responsibilities

• Effectively manage, investigate and respond to IDR complaints within regulatory timeframes.
• Provide feedback or training to departments to minimise negative impacts on AMP Group.
• Provide regular updates to the North team on complaints and outcomes.
• Ensure complaints are resolved within service and quality standards with timely responses.
• Conduct root cause analysis of complaint drivers and share findings with management.
• Ensure all compliance obligations and delegations are met.
• Contribute to development and improvement of case management standards.
• Deliver recommendations to internal stakeholders for systems or process improvements.
• Maintain accurate recording of customer and dispute information.

Skills

Customer service

Analytical thinking

Team player

Root cause analysis

Stakeholders

Excel

Word

Tools

Excel

Word

Job description

AMP Energy Limited in Melbourne is recruiting a Customer Resolution Specialist to support Client Servicing by improving how we handle complaints and disputes. You’ll investigate, respond within regulatory timeframes, and turn negative experiences into positive outcomes for AMP North's clients.

You’ll collaborate across departments, provide root-cause analysis, share insights, and help raise the quality of our case management standards while meeting compliance obligations and delivering timely,