Group Complaints & CX Lead – Hybrid

Independent Living Specialists Pty; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working available

Company paid parental leave

Work-life balance

Job summary

Independent Living Specialists is seeking a Group Customer Experience Manager to own day-to-day customer complaints and feedback across the organisation. You will ensure accurate recording, appropriate routing to teams, and timely, fair resolution while upholding our complaint policy and procedures.

Ideal candidates will have 3–5 years in complaints management, experience handling escalated matters, and strong communication.

Qualifications

• 3–5 years' experience in complaints management or a similar role.

Responsibilities

• Receive, record, assess and coordinate customer complaints and feedback.
• Maintain the Complaints Register with accurate information.
• Liaise with customers, managers and internal teams to support resolution.
• Manage escalated or sensitive complaints per procedures.
• Review facts of complaints impartially and close actions.
• Monitor outstanding matters and follow up actions to completion.
• Identify recurring themes and service issues.
• Lead root cause analysis and corrective/preventive actions.
• Monitor online reviews and coordinate appropriate responses.
• Prepare regular complaint reports and summaries.
• Maintain complaint-handling procedures aligning with quality, privacy and NDIS obligations.
• Provide guidance on complaint-handling requirements and contribute to improvements.

Skills

Complaints management

Root Cause Analysis

Stakeholder management

Communication skills

Organisational skills

MS Office

Australian Consumer Law knowledge

Tools

Case management systems

Microsoft Office

Job description

Independent Living Specialists is seeking a Group Customer Experience Manager to own day-to-day customer complaints and feedback across the organisation. You will ensure accurate recording, appropriate routing to teams, and timely, fair resolution while upholding our complaint policy and procedures.

Ideal candidates will have 3–5 years in complaints management, experience handling escalated matters, and strong communication.