Complaints Officer

Assist Surf Life Saving clubs & branches to investigate and resolve complaints as matters arise and provide proactive training and advice as required.

This role would ideally suit someone with a HR, Legal or Police background wanting to scale back.

The role is open to permanent part time hours or could be on a retainer basis to suit the preferred candidate.

What’s in for you?

• Part time opportunity
• hybrid working from home and our Belrose head office.
• Supportive working environment within a positive and professional team
• Support a dedicated For Purpose iconic organisation
• Salary packaging to increase your net income
• Confidential 24-hour support via our employee assistance program (EAP)

Responsibilities

•  triage and assign complaints via the complaints portal or directly via other channels.
• Trouble shoot issues
• Advise and assist clubs on correct and appropriate approaches to managing complaints as per policy and procedures
• Pro-actively check-in on live cases to ensure timely and appropriate conclusion
• Advise & source complaints & Investigaton resources as required
• Assist relevant club stakeholders with training and resources in best practice to resolve complaints
• Assist to deliver face to face or virtual workshops or clubs
• Identify where complaints need to be escalated
• Undertake the role of investigator where required
• Ensure the efficient and timely resolution of all complaints adhering to internal procedures.
• Liaise with SLSNSW’s internal legal counsel where required
• Liaise and manage complainants, respondents and other stakeholders respectfully and confidentially for each complaint

Skills & Experience Required

• Relevant tertiary qualifications and minimum of 3-5 years relevant experience with Human Resources, Legal, dispute resolution
• extensive experience working within a policy and procedurally regulated environment.
• Strong administration skills
• flexible approach to work hours
• Strong Interpersonal, relationship building & negotiation skills with internal & external stakeholders
• Excellent communication skills.
• Current drivers licence
• Knowledge of or current/ previous involvement in Surf Life Saving an advantage.

About you

The ideal candidate will be a self-starter with a strong work ethic, who can take ownership of tasks and deliver results. This position requires a proactive approach to resolving complaints and educating clubs. Previous experience working with members and volunteers would be advantageous as would an understanding of Surf Life Saving.

• Location: WFH/ Hybrid at Belrose head office
• Position: 2.5 days per week – flexible with hours and day

How to apply

• via Seek