Customer Resolution Specialist

Nixil; North Sydney Council; On-site; AUD 70,000 - 90,000; Full time

Job summary

Nixil is seeking a proactive Customer Resolution Specialist to join our North Sydney team. You'll manage customer and provider inquiries, coordinate case resolutions and ensure professional, responsive service across stakeholders.

We're looking for organised, resourceful professionals able to handle multiple time-sensitive priorities, with strong communication, attention to detail and proficiency in Microsoft Office.

Qualifications

• Experience in customer service, case management or query resolution.
• Excellent verbal and written communication.
• Strong interpersonal, planning and time management skills.
• Ability to manage competing priorities and meet deadlines.
• Proactive problem solving with attention to detail.
• Proficient in Microsoft Office.
• Relevant professional qualification or equivalent practical experience.
• Experience in Insurance, Energy or Utilities is advantageous but not essential.

Responsibilities

• Manage the shared Service Inbox, actioning or delegating inquiries.
• Investigate and resolve customer and provider queries.
• Create and manage cases from enquiry to completion.
• Maintain accurate case notes, follow-up dates and documentation.
• Escalate complex matters to the appropriate manager.
• Ensure cases are resolved within timeframes and service standards.
• Maintain documentation and confidentiality.
• Identify opportunities to improve processes and deliver savings.
• Support improvement projects and track progress.
• Meet quality standards and KPIs.

Skills

Customer service

Case management

Query management

Verbal communication

Written communication

Interpersonal skills

Planning

Time management

Organisational capability

Prioritisation

Problem solving

Microsoft Office

Professional qualification

Industry experience (Insurance/Energy/

Education

Relevant professional qualification

Tools

Microsoft Office

Job description

We are seeking a proactive and customer-focused Customer Resolution Specialist to join a supportive service team in North Sydney.

In this role, you will manage customer and provider queries, coordinate case resolutions and ensure every stakeholder receives a professional and responsive service. You will be well suited to this opportunity if you are organised, resourceful and comfortable managing multiple time-sensitive priorities.

Key Responsibilities

• Manage the shared Service Inbox, actioning or delegating incoming enquiries.
• Investigate and resolve customer and provider queries efficiently.
• Create and manage cases from initial enquiry through to completion.
• Maintain accurate case notes, follow-up dates and supporting documentation.
• Escalate complex or urgent matters to the appropriate manager when required.
• Ensure cases are resolved within agreed timeframes and service standards.
• Respond to internal enquiries professionally and promptly.
• Maintain customer, provider and service documentation, including signed Letters of Authority.
• Protect the confidentiality of customer and provider information.
• Develop and update internal processes, reference documents and forms.
• Identify opportunities to improve internal processes or deliver savings for customers.
• Support improvement projects and maintain accurate progress records.
• Meet agreed quality standards, service levels and performance KPIs.

About You

• Previous customer service, case management, complaints resolution or query management experience.
• Strong verbal and written communication skills.
• Excellent interpersonal skills and a professional approach.
• Strong planning, time management and organisational capability.
• Ability to manage competing priorities and meet deadlines.
• Initiative, resourcefulness and sound problem-solving skills.
• Results-focused with strong attention to detail.
• Proficiency in Microsoft Office.
• A relevant professional qualification or equivalent practical experience.
• Insurance, Energy or utilities industry experience is advantageous but not essential.

What You’ll Bring

You will be a dependable and solutions-focused professional who takes ownership of customer enquiries and follows matters through to resolution. You will communicate clearly, maintain accurate records and actively contribute ideas that improve customer outcomes and internal processes.

Location: North Sydney

Full Working Rights: Must be an Australian Citizen or Permanent Resident

If you are passionate about delivering excellent customer service and enjoy resolving complex enquiries in a fast-paced environment, we would love to hear from you.