VIP Complaints & Escalations Lead

Otahuhu College; Auckland; On-site; NZD 65,000 - 90,000; Full time

Job summary

Otahuhu College in Auckland Central is seeking a permanent full-time Customer Care Business Partner to coordinate VIP correspondence and manage escalated complaints. You will assess, assign, and case manage complaints while coordinating responses for LGOIMA and other formal customer communications.

The role requires logging, monitoring and closing requests in accordance with policy and standards, aiming for timely, customer-focused resolutions.

Qualifications

• Diploma-level qualification or three years of complaints management experience.
• Excellent comprehension and negotiation skills.
• Ability to work across all levels, including political environment.
• Strong MS Office skills including Outlook, Excel, Word, PowerPoint and SharePoint.

Responsibilities

• Coordinate VIP correspondence and second-level complaint management.
• Assess, assign and case-manage complaints and coordinate responses for LGOIMA.
• Log, monitor and close requests in line with policy, procedure and standards.
• Advise and support business units to manage complaints promptly.

Skills

Excellent comprehension

Negotiation skills

Interpersonal collaboration

Education

Diploma-level qualification

Tools

MS Office Suite

Outlook

Excel

Word

PowerPoint

SharePoint

Job description

Otahuhu College in Auckland Central is seeking a permanent full-time Customer Care Business Partner to coordinate VIP correspondence and manage escalated complaints. You will assess, assign, and case manage complaints while coordinating responses for LGOIMA and other formal customer communications.

The role requires logging, monitoring and closing requests in accordance with policy and standards, aiming for timely, customer-focused resolutions.