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.
What You'll Be Doing
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.
What You Need
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.
At least 12 months of experience in a similar role, handling sensitive or legal disputes.
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
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.
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