About The Opportunity An exciting opportunity exists for a customer focused individual to join Programmed, working on our high-profile Housing Contract in the ACT.As a Customer Experience & Feedback Officer, you will be a crucial team member of the Facility Management QA and Customer Engagement Team and will work directly with participants, providers and internal staff and agencies to investigate and resolve complaints in a timely and compliant manner.You will be part of a team that prepares high level resolution and briefings for a range of important internal and external audiences and will use your strong skills in interpreting legislation and customer-results focus to ensure efficient and successful resolutions are found.Nature of the position: Permanent, Full Time Location: Fyshwick Reporting Line: Compliance & Engagement Manager Benefits: Great salary package Long term career potential Paid parental leave and great discounts with selected retailers An Employee Assistance Program, which incorporates a tailored wellbeing initiative Key Responsibilities Managing complaints, including review, recording, resolving, and escalating as required Managing and resolving escalated complaints and ensuring strict deadlines are met Producing quality written correspondence for a range of audiences, including formal responses for the Minister Office, Ombudsman Coordinating correspondence, briefing, and reporting functions for the Complaints Team Working in a team environment and supporting other team members if required Supporting the Complaints Team to resolve day to day operations issues and assist in achieving the contract's strategic objectives About You It is preferred that you have at least 2 years' experience in a customer resolution role It is highly regarded if you have experience in complaints resolution within a government setting You need resilience and the ability to handle difficult and confronting situations You must have compassion and empathy towards your customers You need strong conflict resolution abilities About Us Programmed is a leading provider of operations and maintenance services across all industry sectors including education, health, infrastructure, manufacturing, transport and mining in Australia and New Zealand.Our Facility Management business unit partners with our valued clients to deliver facility management and industrial maintenance services across multiple key and essential industries.We encourage career development, support flexibility and care about your personal wellbeing and safety.Join the Programmed team today.Work With Us Join us on our mission to build outstanding people, strong customers and great communities.Apply today.Our Commitment Programmed and PERSOLKELLY supports a workplace culture of zero harm and encourages this in all that we do.Programmed and PERSOLKELLY strives for diversity, inclusion and equality of our people.We seek a workforce that is representative of the communities we work in.We encourage people of all cultures, gender, age, sexual orientation or abilities to apply.To learn more about working with Programmed and PERSOLKELLY, we encourage you to visit our website.Reference number: 968471 Profession:Administration & Office SupportAll Company: Programmed Date posted: 15th Mar, 2024
