Senior Complaints Officer

8 months fixed term contract | Located in Mascot | ASAP Start | Annual Salary

Join a well-established government-owned organisation within the Australian aviation sector, providing important services to the aviation industry and wider community. You’ll become part of a supportive and collaborative team responsible for responding to community enquiries and complaints relating to aircraft noise and aviation operations. You must be an Australian Citizen to apply.

As a Complaints Officer, you’ll join a close-knit team of approximately six and provide frontline support to members of the public. This is a busy role where you’ll respond to complaints and enquiries, investigate concerns, sometimes explain technical information in simple terms and help manage customer expectations.

You will:

• Respond to customer complaints and enquiries via phone and email
• Handle a high volume of enquiries professionally and empathetically
• Investigate concerns relating to aircraft noise, flight paths and aviation operations
• Provide clear, accurate and easy-to-understand responses
• Use strong de-escalation skills when dealing with frustrated or challenging customers
• Identify sensitive or complex matters and escalate them appropriately
• Accurately record complaints, enquiries and outcomes in internal systems
• Work closely with your team to meet response times and service standards
• Learn relevant aviation information to confidently respond to community enquiries

We’re looking for someone who is confident in communicating with people and comfortable working in a busy and sometimes challenging complaints environment.

Ideally, you will have:

• Strong customer service and complaints-handling experience
• Proven ability to de-escalate difficult or sensitive conversations
• Experience working within a high-volume customer service environment
• Excellent verbal and written communication skills
• Strong attention to detail and accurate record keeping
• The ability to remain calm and professional under pressure
• Confidence learning technical information and explaining it in simple terms
• Previous experience within aviation, airports or air services would be highly regarded
• The ability to work independently as well as part of a collaborative team.
• You must be an Australian Citizen to apply.

This is an excellent opportunity to join a recognised organisation within the aviation sector and gain experience in unique complaints and community engagement environment.

You'll receive:

• 8-month fixed-term contract, with potential for extension
• Salary around $102792 plus, depending on experience
• Start ASAP
• Hybrid working arrangements
• Office based in Mascot
• Initial 1–2 weeks of on-site training in Mascot, followed by greater work-from-home flexibility
• Support from an experienced and collaborative complaints team
• Exposure to a unique and interesting area of the aviation industry

If you're an experienced Complaints Officer, Customer Service Officer or Case Management professional who enjoys resolving challenging enquiries and providing a high level of customer service, we'd love to hear from you. Click 'apply now' to forward an up-to-date copy of your CV to Niamh Kelly via ***email_hidden***