In this role initially reporting to the GM Practice Governance and Quality, you’ll be managing the CPL customer complaints management system, often being the first point of contact for direct feedback received centrally, and potentially across our footprint, ensuring a high level of customer service in the handling of complaints and feedback. The purpose of the role is to drive improvements from our customers feedback.Responsibilities includeOversee end-to-end customer complaints and feedback, from response to resolution, with escalation as required.Build and maintain effective relationships with internal and external customers.Ensure customers are kept informed throughout the process.Upskill others in effective complaints handling.Coordinate recordkeeping into the RiskMan system and progress tracking to meet timelines.Ensure both centrally and locally that complaints processes support business and compliance activities.Reporting and analysis to identify themes and opportunity for continuous improvement.Maintain and develop documentation and resources for process improvement.Selection criteria includesExperience in a similar role: customer relationship building and complaint resolution.Ability to effectively manage a diverse caseload.Ability to effectively communicate with a broad range of stakeholders, including vulnerable members in our community.Excellent written, negotiation and verbal communication skillsSolid computer skills; databases, systems and MS OfficeBlue card and NDIS Worker screen required to start.Benefits includeFull-time permanent roleCompetitive salary package and tax benefitsEmployee benefits programOffice in Brisbane CBD, 5 minutes’ walk from Central Rail StationWork from home flexibilitySupportive and open cultureValues driven organisation focused on our clientsApplications to close by Wednesday 13th October, unless filled prior thanks We are going through an exciting time of growth in our industry which is providing many opportunities for people to work within the new NDIS business environment supporting people with a disability. This is a highly rewarding industry and it’s a great time to join CPL! AUD Australia - QLD Brisbane Brisbane City 4000