Customer Feedback & Experience Specialist - Hybrid

St George Community Housing; Sydney; Presencial; AUD 70.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

35-hour work week

NFP salary packaging

Hybrid work arrangements

Paid Parental Leave

Descripción de la vacante

St George Community Housing in Sydney CBD NSW is seeking a Customer Feedback Specialist to lead end-to-end handling of feedback, complaints and claims. Reporting to the Customer Feedback Manager, you will investigate issues, prepare balanced responses and collaborate with operations to achieve fair outcomes.

You will promote service improvements, ensure compliance with privacy and legislation, and support ministers, regulators and reviewers.

Formación

• Experience managing customer feedback, complaints, investigations or complex customer service matters in a regulated environment.
• Strong written and verbal communication, including report writing and stakeholder management.
• Knowledge of privacy requirements and applicable consumer protection legislation.
• Ability to analyse information, identify risks and escalate appropriately.

Responsabilidades

• Managing customer feedback, complaints, appeals and claims from receipt through to resolution.
• Conducting investigations, analysing information and preparing balanced, customer-focused responses.
• Preparing high-quality correspondence for ministerial enquiries, MPs, regulators and external review bodies.
• Providing guidance to operational teams to support early resolution of customer concerns.
• Identifying trends and insights from customer feedback to inform service improvements.

Conocimientos

Feedback management

Investigation skills

Communication

Regulatory compliance

Educación

Relevant tertiary qualification in community services, customer service, business administration or a related discipline

Descripción del empleo

St George Community Housing in Sydney CBD NSW is seeking a Customer Feedback Specialist to lead end-to-end handling of feedback, complaints and claims. Reporting to the Customer Feedback Manager, you will investigate issues, prepare balanced responses and collaborate with operations to achieve fair outcomes.

You will promote service improvements, ensure compliance with privacy and legislation, and support ministers, regulators and reviewers.