The Customer Service and Assurance Team is accountable for the development and management of all Customer Service functions including Operations, Workforce Planning, Service Delivery, the Solutions Centre and Complaint Case Management.
As a Case Advisor you will be an integral part of this team to ensure matters are resolved quickly and efficiently, all while delivery exceptional customer service. You will evaluate and personally handle complaints that require higher level liaison, communication, negotiation, problem solving and decision making skills.
Please note, this is a 12 month fixed term position.
A bit about your role
The main focus of your role will be around leading and managing the coordinator, investigation and proactive follow up of complaints. You will take responsibility for each escalation or complaint through to resolution.
You will work on:
- Complaint validation and assignment to responsible party
- Analyse information and resolving complaints in accordance to company policy
- Recording interactions correctly in the case management system
A bit about you
To be successful in this role you will come from a similar background in complaints resolution and have strong experience in a customer facing environment. You will be able to demonstrate effective relationship building skills and strong written and verbal communication.
This is an analytical role that requires strong decision making and confidence in your skills. It is a fast paced position and you will need resilience, determination and excellent attention to detail and time management skills. As an effective communicator you will be a strong written and verbal communicator with a passion for being a supportive team member.
Life at nbn
At nbn you’ll be joining a team that believes there is strength in diversity and opportunity through inclusion. We’re building an inclusive and diverse workplace where different perspectives, thinking and skills are valued and people are supported to achieve their potential. We’re committed to our goal of increasing the presence of women and Aboriginal and Torres Strait Islander peoples in the business and have a focus on increasing diversity amongst our leadership teams.
Continue the conversation
If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.
nbn is a fast moving organisation with lots to deliver - so we may not always wait until the job ad expires before reviewing applications. As a result, you should submit your application as soon as possible!
At nbn our people and our planet matter. We have an unwavering commitment to the wellbeing and safety of our employees so that everyone goes home safely each day and can perform at their peak to deliver the nbn network. nbn also aims to build a network that minimises energy use and can be operated with minimal impact on the environment.