Senior Customer Advocacy Officer

Location: Collingwood, Melbourne
Full Time Temp to Perm ongoing role.

This is a key role for someone who is great at solving big, complex problems and dealing with highly sensitive customer complaints.

You'll be the expert who steps in for the toughest cases-the ones that are escalated to places like Small Claims Courts, regulatory bodies, and anti-discrimination commissions.

• Solve the Hardest Cases: You will personally manage and resolve difficult disputes, including:

• Claims related to personal injury or discrimination.
• Matters involving passengers with accessibility needs.

• Represent the client: You will independently represent the company in small claims court proceedings.
• Investigate and Prepare: For serious cases like those involving Human Rights bodies, you'll conduct full investigations, gather statements, and prepare reports for the companies Legal Team. You might even attend hearings with them.
• Improve the Business: You'll use customer feedback from these complex cases to give feedback and work with internal teams to make improvements across the company.

• Great communication: Excellent written skills and the ability to handle tough, escalating conversations on the phone.
• Independent Thinker: You must have a strong ability to use good judgment, work autonomously, and manage a high-volume workload effectively.
• Independent Thinker: You must have a strong ability to use good judgment, work autonomously, and manage a high-volume workload effectively.At least 12 months of experience in a similar role, handling sensitive or legal disputes.

To be successful in this role, you must demonstrate the following:

• Experience: Minimum 12 months experience in a comparable customer advocacy role and/or resolving sensitive or legally complex disputes.
• Case Management: Proven ability to manage high-volume workloads effectively and possess strong organisational skills.
• Communication:

• Exceptional written communication skills, with the ability to adapt tone and style to suit diverse customer needs.
• Expertise in handling critical cases via phone and written communication.

• De-escalation: Proficient in de-escalation techniques and managing challenging conversations over the phone.

Please apply here if you are interested in this position or email your updated resume to alanah.cronin@randstad.com.au

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.