Job Overview
The role of the Engagement and Complaints Officer plays a pivotal part in the Building Commission NSW, Building Operations, Complaints Unit.
This position is accountable for assessing and responding to complaints and enquiries received from the public within a reasonable timeframe while upholding quality and integrity.
Main Responsibilities
* Complaint handling within a high-volume regulatory service environment requires exceptional skills and knowledge.
* Providing consistent, high-quality customer-centric service delivery is crucial to the success of this position.
* As a subject matter expert in the regulatory scheme, it's essential to stay updated with the latest developments and changes.
* Collaboration with the team physically and virtually is necessary to achieve common goals.
* Effective communication at all levels is vital to ensure smooth operations.
* Potential trader monitoring and industry engagement require strong analytical and problem-solving skills.
* Assisting with coaching, training, developing, and mentoring other staff within the team is an added responsibility.
Requirements
* Successful experience in complaint handling and complex dispute resolution is highly desirable.
* Coaching, training, developing, and mentoring staff requires excellent leadership skills.
* Preparing clear and concise correspondence and responding to ministerial representations demands attention to detail and strong communication skills.
* Participating in community engagement and presenting on subject matter knowledge is essential to build relationships and trust.
* Sound judgment, strong communication skills, analytical mind, and ability to balance competing priorities are must-haves for this role.
* A drive for continuous improvement and business efficiencies in everyday work is necessary to stay ahead.