Customer Service Officer (Complaints Intake)

Customer Service Officer (Complaints Intake)

Customer Service Officer (Complaints Intake)

Catholic Education Office, Wollongong

Work type: Permanent full time

Job no: 497812

Categories: Catholic Diocese of Wollongong, CEO - Governance, Assurance and Risk

Advertised: 21 Oct 2024 AUS Eastern Daylight Time

Applications close: 03 Nov 2024 AUS Eastern Daylight Time

Catholic Education Diocese of Wollongong (CEDoW) serves Catholic school communities across Illawarra, Macarthur, Southern Highlands and Shoalhaven regions. CEDoW’s 38 Catholic schools, together with the Catholic Education Office (CEO), constitute the system of Catholic schools in the Diocese of Wollongong.







The Director of Schools invites applications from suitably qualified and experienced personnel for the permanent full time position of Complaints Intake Officer.

This position works under the direction of Complaints Manager within the Governance Assurance and Risk (GAR) service area.

WHY WORK FOR CATHOLIC EDUCATION IN THE DIOCESE OF WOLLONGONG

We provide our team with:

1. Excellent professional development programs, tailored to your needs
2. An environment that encourages innovation and collaboration through education
3. A platform to contribute to the life, mission and work of the Catholic faith community
4. Flexible & Hybrid Working Opportunities (in accordance with the CEDoW Remote Working Policy)
5. Ex-Gratia leave during the Christmas Period
6. Salary Packaging

ABOUT THE ROLE

The Governance, Assurance and Risk (GAR) team is responsible for providing professional guidance, advice and services to enable the proactive and effective management of risk and governance across Catholic Education in the Diocese of Wollongong. The Complaints Intake Officer efficiently receives,





documents, and categorises complaints, including conducting preliminary evaluations to ascertain their nature and priority. This position serves as a key contact point for individuals to express their grievances, ensuring that complaints are managed promptly and professionally. Your role will include but not be limited to:

1. Identify and effectively respond to people’s support and communication needs and preferences.
2. Model Catholic and CEDoW values by providing a welcoming, cooperative and accessible complaint intake service for Catholic Education in the Diocese of Wollongong.
3. Treat complainants with dignity and respect, including considering student voice in complaint management.
4.





Provide excellent customer service by listening to concerns, offering solutions, and following up for resolution.
5. Conduct initial assessments of complaints to determine their nature and urgency.
6. Follow CEDoW’s Complaints Management Policy, Complaints Procedure and any other practices that comprise the CEDoW complaints management system.
7. On instruction by the Complaints Manager, collaborate with relevant departments and stakeholders.
8. Maintain confidentiality and handle sensitive information with discretion.

ABOUT YOU

The purpose of this position is to support CEDoW’s commitment to supporting the mission of Catholic Education by having an ability to remain impartial, empathetic, and professional when dealing with sensitive or challenging situations.





You will also bring excellent discretion and judgement as information handled may contain sensitive or confidential information.

Selection Criteria:

1. Knowledge of relevant legislation related to education and complaints handling as well as CEDoW Education Policies and Procedures.
2. Excellent verbal and written communication skills to interact professionally and empathetically with complainants, stakeholders, and colleagues.
3. Strong conflict resolution and mediation skills, with the ability to approach concerns fairly and impartially.
4. Demonstrated experience in de-escalating tense situations, guiding people towards solutions, and fostering positive relationships to address complaints effectively.
5. Ability to work independently and a collaborative,





cooperative approach to working in a team.
6. Exceptional organisational skills with the ability to meet deadlines and attention to detail to accurately document and track complaints.
7. Discretion and a high level of confidentiality.

Qualifications and Experience:

1. Previous experience in a customer service or complaint handling role, preferably within the education sector.
2. Knowledge of relevant legislation and policies related to education and complaints handling in Australia.

WORKING WITH CHILDREN CLEARANCE

This role is classified as child related work and therefore we require a working with children clearance to be completed prior to your commencement with us.

POSITION APPLICATION







Applicants are to complete an online application which asks you to provide a copy of your CV and to address the ‘Selection Criteria’ and ‘Qualifications and Experience’. Please keep your response to the equivalent of 2-3 pages in length.

To confidentially discuss your application or general interest in this position please contact Alex Shoebridge, CEDoW Complaints Manager, on (02) 4250 9523.

To submit your application please select the 'Apply Now' button at the bottom of this advertisement.

Applications Close: 3 November 2024 at 11:55pm

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▶️ Customer Service Officer (Complaints Intake)
🖊️ Catholic Education - Diocese Of Wollongong
📍 City of Wollongong