Customer Feedback Specialist

St George Community Housing; Sydney; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

35-hour work week

NFP salary packaging

Hybrid work arrangements

Paid Parental Leave

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Feedback management

Investigation skills

Communication

Regulatory compliance

Education

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

Job description

St George Community Housing – Sydney CBD NSW

At SGCH, we believe everyone belongs.This is why our purpose,‘to create belonging’drives our commitment tobuild a team wherediversity, inclusion andconnectionare at theheartof what we do.

As a leadingnot-for-profitcommunity housing provider supporting over 12,000 customers across 7,000 homes in NSW and VIC, wecontinue toinvestin our people, our homes, and our communities. Guided by ourvalues–We Care, We Create, We Connect –we’vebuilt an inclusiveworkplaceby caring for one another,creatingand sharingnew ideas, and connecting authenticallyevery day,whereeveryonehas the opportunity togrow and thrive.

We are committed tofostering an inclusive environment andbuilding a team that reflects the diversity of the communities weconnect with. We welcome applicants from all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, LGBTQIA+ individuals, and people of all ages and life experiences.If this role excites you butyou’renot sure you tick every box, we still encourage you to apply.Your passion and potential matter.

Join us in creating sustainable, connected communities whereeveryone feels a sense of belonging andareempowered to thrive.

Whatweoffer

• Competitivepackage–35-hour work weekwith competitive and above Award pay

NFP salary packaging–Up to $15,900 tax-free, plus $2,500 for meals, entertainment and accommodation, and Novated leasing providing both convenience and savings

High-growth environment–Realopportunities to grow your careerwithafocus oninternal promotions,inhouse learning and developmentandstudyassistancesupport

Health and wellbeingbenefits-Corporate discounts with Flarefor everyday savings, Reward and Recognition program,access to a free 24/7Employee Assistance Program(EAP)for you and your family

Paid Parental Leave–12 weeks paid parental leaveand3 daysbonusannualleave

Agile and innovative work practices–Hybrid work arrangements including work from home options, and modern,well-locatedoffices close to public transport

About the roleand about you

Reporting to the Customer Feedback Manager, The Customer Feedback Specialist manages the end-to-end coordination, investigation and resolution of customer feedback, complaints, appeals and claims. You'll work closely with customers, advocates, operational teams and external stakeholders to achieve fair outcomes while ensuring compliance with organisational policies and legislative requirements. This is an opportunity to join our Customer Voice team and play a critical role in managing customer feedback, complaints, appeals and claims, while influencing positive change across the organisation

To succeed in this role, you will be a balanced and fair investigator, exceptional communicator and come with a service improvement mindset.

This is a permanent role, requires travel to all SGCH office locations and portfolios as required.

Duties

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 advice and guidance to operational teams to support early resolution of customer concerns.

Identifying trends and insights from customer feedback to inform service improvements.

Working collaboratively with the Service Improvement team and broader business to strengthen customer outcomes.

The recruitment process may include interviews and relevant skills or behavioural assessmentswithselectionbased ondemonstratedmerit against the roles criteria. Appointment is subject to standard pre-employment checks, such asworking rights, employmentreferencesfrompreviousmanagers, a National Police Check, and a health assessment.

Pleasenotewe mayestablisha Talent Pool from this process.

If accessibility and adjustments are needed to apply for this role comfortably, just let us know. Your privacy and dignity are always respected. Please reach out to****@sgch.com.au

• Relevant tertiary qualification in community services, customer service, businessadministration or a related discipline and/or demonstrated equivalent experience.

Demonstrated experience managing customer feedback, complaints, investigationsor complex customer service matters in a regulated environment.

Excellent written and verbal communication skills, including report writing,stakeholder management and preparation of formal responses.

Sound knowledge of relevant legislation, customer service principles, privacyrequirements and the ability to analyse information, identify risks and escalatappropriately.

Holds a current full NSW Drivers License.