Hybrid Customer Resolution Specialist

Hunter Water Corporation; Newcastle; Hybrid; AUD 72,000 - 88,000; Full time

Benefits offered by this job

Flexible working

Hybrid work option

Additional paid leave

Parental leave

Carers leave

Health benefits

Employee Assistance Program

Job summary

Hunter Water Corporation is seeking a Customer Resolution Representative to lead investigations into customer complaints and escalated matters. You will work with internal and external stakeholders to deliver fair, timely outcomes while ensuring regulatory compliance and contributing to continuous improvement of complaint handling.

The role emphasizes collaboration, empathy, and rigorous documentation, with opportunities for hybrid work and professional development.

Qualifications

• Demonstrated experience investigating and resolving complex customer complaints in a customer-focused environment.
• Excellent written and verbal communication skills, with empathy.
• Highly developed analytical, problem-solving and critical thinking skills.
• Strong organisational and time management skills, with the ability to manage competing priorities.
• Proven ability to build collaborative working relationships and influence stakeholders.
• Demonstrated resilience, professionalism and sound judgement with sensitive or high-risk matters.
• Strong attention to detail and commitment to accurate documentation.
• Commitment to continuous improvement and learning in customer experience.

Responsibilities

• Manage customer complaints, claims and escalated matters from assessment to resolution.
• Lead responses to external dispute resolution bodies and enquiries.
• Balance customer needs with regulatory and organisational requirements.
• Maintain high standards of privacy, documentation and compliance.
• Identify trends and contribute to improvements in processes and performance.
• Share knowledge and support colleagues to promote consistent practices.

Skills

Customer service

Complaint resolution

Communication skills

Analytical thinking

Problem solving

Time management

Stakeholder management

Empathy

Documentation

Education

Formal qualifications in complaint management

Tools

CRM systems

Electronic records management

Microsoft 365

Job description

Hunter Water Corporation is seeking a Customer Resolution Representative to lead investigations into customer complaints and escalated matters. You will work with internal and external stakeholders to deliver fair, timely outcomes while ensuring regulatory compliance and contributing to continuous improvement of complaint handling.

The role emphasizes collaboration, empathy, and rigorous documentation, with opportunities for hybrid work and professional development.