Complaints and Access to Information Coordinator (scale 6)

Who You Are

A dedicated and detail-oriented professional with a strong customer service and community focus. You have experience in a customer-facing environment and possess excellent organizational skills that ensure compliance with deadlines and standards. You are proactive, can take initiative, and have an ability to converse fluently in English with customers, providing advice in a polite and courteous manner. Attention to detail and accuracy is paramount in your work, and you are proficient in using IT packages, including Microsoft Office.

What the Job Involves

As a Complaints & Member Enquiries Coordinator, you will work within a team to manage and coordinate member enquiries and complaints. The role involves registering, allocating, and monitoring complaints, ensuring they are classified correctly and responded to within proper timeframes. You will be responsible for maintaining data integrity, providing weekly performance reports, and ensuring timely responses. The role requires you to be the central point of contact for residents with complaints, maintaining courteous professionalism in handling complaints and providing guidance on the MEQ system. Additionally, you will contribute to capturing organizational learning from enquiries and ensuring accurate data entry.

Skills

• Strong customer service skills
• Excellent organizational skills
• Ability to work proactively and independently
• Strong attention to detail
• Proficiency in Microsoft Office and IT systems
• Understanding of data protection regulations
• Ability to manage and prioritize workloads
• Strong communication and interpersonal skills