Customer Resolution Officer

Manage and take full responsibility for customer complaints.Ensure a fair and reasonable approach to complaint management at all stages.Review complaints thoroughly and communicate outcomes both verbally and in writing.Engage with internal and external stakeholders to provide updates on complaint investigations, handling, and resolution, including:Keeping customers informedLiaising with relevant stakeholders throughout the processProvide expert advice to ensure external complaints are handled in alignment with the principles of procedural fairness. Ensure decision-making is based on the law, industry best practices, and fairness in all circumstances.Provide oversight and assistance in relation to dealing with incoming subpoenas, court orders, police requests, government agency requests and third party requestsCollaborate with the broader ICU and CRL teams, offering support and accountability for complaint-related matters.