About Us

We create extraordinary experiences, we create memories, we take care of our shared heritage. This means careers where we have to innovate and always push for better. This is a world where we bring together our love for the natural environment and our care for one another. This is where you'll discover something new, every day. As part of our Customer Experience Team, you'll be at the forefront of creating a positive and empathetic experience for our customers. With ongoing training and development, you'll discover a rewarding culture built on shared values, a drive to do your best, and care for one another.

The Role

As a Customer Experience Resolutions Officer, you will play a pivotal role in ensuring positive interactions and outcomes for our customers and stakeholders. Your main responsibilities include:

• Coordinating and resolving customer complaints through various channels.
• Managing escalated cases and ensuring timely responses.
• Analyzing data and identifying areas for improvement.
• Collaborating with internal stakeholders to champion continuous improvement.
• Supporting the development and implementation of strategies to enhance customer satisfaction.

About you

To be successful in this role, you will have:

• Previous experience in complaint handling, with a focus on customer satisfaction.
• Strong negotiation and dispute resolution skills.
• Intermediate technological skills in MS Office and CRM.
• Experience in government or community services (desirable).
• Familiarity with relevant legislation and cultural groups (advantageous).

Working With Us

You can expect a career beyond your expectations, with personal and professional rewards. Plus, we offer a range of great benefits:

• Employee Health, Wellbeing and Assistance Programs, including free onsite Osteopath and regular health checks and initiatives.
• Leadership and Development Programs.
• No waiting period for unpaid parental leave and only 3 month waiting period for paid parental leave for full time and part time employees.
• Supportive and people-focused culture at a purpose-driven organisation.
• Discounts at our employee café and on-site florists.

SMCT is an equal opportunity employer, a Diversity Council Australia Member and are proudly endorsed by WORK180, in our ongoing commitment to raising workplace standards for all.

We care for our colleagues and the community we serve. To protect one another it is a requirement that all successful candidates complete background checks, including proof of COVID vaccinations.

If you have any access requirements to fully participate in our recruitment process, please contact recruitment@smct.org.au.

For more information on Southern Metropolitan Cemeteries Trust, please visit our website: www.smct.org.au.