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February

Executive And Regulatory Resolutions Specialist

Foxtel Group - Melbourne, VIC

Banking & Finance
Source: uWorkin

JOB DESCRIPTION

We're searching for an Executive & Regulatory Resolutions Specialist to join the Advanced Service & Advocacy team.

As part of this role, you will investigate and resolve customer complaints in a timely manner whilst responding to customer complex customer complaints referred to us from the executive Team, Government and Regulatory bodies in a manner that further embeds and/or restores advocacy.

Your responsbilities

  • Manage the assessment and undertake activities for all stages of assessment, negotiated settlement, conciliation and investigation processes for complex complaints in accordance with legislative framework, policies, and alternative dispute resolution processes.
  • Manage complaints from external regulatory parties such as TIO, Office of Fair Trading, Consumer Affairs, Civil Tribunals, Astra, Human Rights Commission, Attorney General, Do not call register, ACMA and ACCC
  • Manage internal complaints referred by CEO and executives, hazardous equipment, privacy and escalated complaints
  • Apply knowledge of regulatory and compliance requirements when managing complaints and escalating to relevant senior managers and government bodies
  • Prepare response letters for customer complaints that address and resolve all concerns and is in line with Foxtel’s brand to ensure that complaints are processed in a uniform and timely manner
  • Highlight and actively seek out continuous improvement opportunities through thorough root cause analysis
  • Ensure timely and accurate logging, analysis and response to customer enquiries consistent with Foxtel’s brand and in accordance with Service Level Agreements
  • Discretion to provide account credits and compensation in line with pre-established guidelines.

Your capability
  • A minimum of 12 months experience in resolving complaints escalated to government or regulatory bodies, preferably within a Telco environment.
  • Highly developed and demonstrated experience in communicating in a written format.
  • Strong attention to details with the ability to convey complex and sensitive messages to a diverse range of stakeholders.
  • Demonstrated conflict resolution skills with ability to deal with people who are emotional or who exhibit difficult behaviour, including an ability to show sensitivity, respect, and empathy for the values and beliefs of others
  • Strong interest in problem resolution, compliance and the relevant legislation governing the subscription television and telecommunications industries.
  • Proven ability to work collaboratively with staff at all levels of the organisation to achieve positive outcomes, process and customer improvements.
  • A Foxtel advocate, with a track record of creating great customer experiences and building customer advocacy.


About Us

The FOXTEL Group is Australia’s leading entertainment and sports subscription television business. Our brands include FOXTEL, FOX SPORTS Australia, FOXTEL Media, Kayo Sports and BINGE.

Working at Foxtel means being part of something different, better, special. We put our customers first, we own it, we’re authentic, we focus on changing the game, and we win together.

What’s In It For You

We have a benefits program with something for everyone, but we’re in the entertainment business, so what would a Foxtel benefits program be without a free Foxtel subscription and discounted broadband.

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