Senior Complaints Resolution Officer

There has never been a more exciting time than NOW to join the Employsure team. 

We are driven to be better, in every way as we build better business and have fun along the way. The growth of our business and the success of our people is evident of our continued success in the marketplace. 
  
Combining award-winning HR employment relations and health & safety advisory services, along with cutting-edge software we help people and businesses grow. As part of the Peninsula Group, with offices across the Globe, we provide peace of mind to business owners. Now in our 41st year of business – it is clear we know what we are doing and have become a trusted partner across the globe.
You will be joining THE global leader in HR consultancy and software with over 135,000 clients worldwide and over 3,500 employees worldwide.
  
Why Join Us?

• Our values are at the core of who we are, we live & breathe them from the top down, every day.
• As a high growth business, this means REAL opportunities for our people across Employsure AND our sister entities
• Make a difference in purpose led business that is driven to be better every day.

We pride ourselves on providing a six-star experience for our clients, and we are looking for like-minded individuals to join our team. You will play an integral role in delivering the best customer experience dealing with a variety of customer queries and complaints.

This is an exciting role, that has a dedicated career pathway for continued growth and learning. 
  
Your key responsibilities will be:

• Point of escalation for complex customer complaints
• Deliver best possible outcome for the clients and the business
• Work with other departments in the business to conduct complaints investigations

Your story so far 

• Confidently resolve complaints end-to-end under regulatory and/or Internal Dispute Resolution frameworks
• Exceptional critical thinking, client handling, and negotiation skills
• Ability to build rapport and demonstrate empathy when finding the root cause of complaints
• Driven by providing solutions and creating win-win outcomes
• Thrives in a fast paced and collaborative team culture.

What do we offer you? 

We believe everyone has the capacity to be better every day. That is why we are passionate about creating a work environment that enables our people to achieve their best – personally and professionally. 

We’re a family-run business, who are incredibly ambitious and constantly expanding. With the ability to move quickly, innovate and inform, we can promise you’ll enjoy every single day!
  
Our Employsure benefits include:

• Access to discounted private Health Insurance with Bupa & Medibank Private
• Discounts on 1000's products from Woolworths & Coles, JB Hifi, Webjet through to fitness & gym memberships
• Company Profit Share based on business performance.  
• Birthday & Volunteer Leave
• “Snack-Sure” – it’s like our very own 7-11 to keep you hydrated and energised throughout the day.
• Our Famous Tea Trolley – hot drinks & afternoon tea delivered to your desk bi-weekly.
• Daily seasonal fruit and all-day breakfast bar
• Monthly catered social events & drinks trolleys

Finally, our Ambassador’s Club is the jewel in the crown. To celebrate your 2-year anniversary you’ll be rewarded with: 

• An additional week of paid leave and more each year
• Extra paid parental leave. 
• Funding for further education and upskilling
• Additional volunteer leave
• You very own, hand carved "bobble-head"

To be a part of our success story and write your own chapter, reach out now for a confidential conversation.
Employsure is committed to nurturing a diverse and inclusive culture of opportunity. We encourage applications from people of culturally diverse backgrounds, people who identify as LGBTQI+, people of Aboriginal and Torres Strait islander origin, and people with disabilities.

**A note to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes