Sydney 

• Receive, respond, manage complaints received by customers 
• Permanent & 12 months fixed term roles| Hybrid working environment 
• Location: Kent Street| Salary from $ 129,464 + super, plus benefits

About the Role 

Support the team in responding to, managing and effectively resolving complex complaints and disputes raised by internal and external stakeholders on behalf of our customers. Develop and implement opportunities to continually improve and enhance services to our customers. Candidates may also be considered for fixed term roles in a competitive interview process.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs

• 17.5% annual leave loading 

• icare day – access to an extra day’s leave 

• Comprehensive learning and development support aligned to icare’s Core Capabilities. 

• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards

• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as a Customer Resolution Specialist you will:

• Frontline phone assistance and support for customers raising complaints and being their first point of contact, as well as lodging their complaints. 

• Ensure that appropriate actions are taken to resolve customers problems and concerns within set timeframes.

• Maintain accurate and timely records of customer interactions with details of enquiries, complaints, or comments.

• Use your expert knowledge to achieve either first contact resolution or to explore an appropriate resolution with all relevant internal and external stakeholders for an appropriate response.

• Prepare correspondence and briefing material to support appropriate responses to complaints raised by internal stakeholders or systemic problems identified through complaints managed or external stakeholders as and when required.

• Identify significant and/or systemic problems through enquiries or complaints received and provide sufficient information to support performance management processes or other remediation actions where warranted.

• Understands and meets the regulatory and relevant administrative and privacy law requirements when managing enquiries and complaints.

Skills & Experience 

• Tertiary qualification in commerce, accounting, business or similar.

• Demonstrated experience in complaints handling, resolution or alternative dispute resolution with an aptitude for problem-solving.

• Regulatory compliance and industry experience in insurance, finance or banking. ‘

• Comprehensive understanding of workers compensation legislation combined with a solid working understanding of New South Wales workers compensation scheme.

• Experience in conflict resolution or alternative dispute resolution and negotiation skills in insurance, finance or banking.

Culture 

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website

• icare operates a direct sourcing model so no agency introductions will be accepted

• We are a Circle Back Initiative Employer – we commit to respond to every applicant

• A talent pool may be created through this recruitment process. 

If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.