Customer Resolution and Assurance Specialist

Customer Resolution and Assurance Specialist

The role has been created to build a new dedicated complaints handling function to enhance Sedgwick’s ability to address issues swiftly, meet regulatory and client expectations and deliver consistent, high‑quality outcomes.

Your Accountabilities

• Investigate, manage and address customer complaints within service levels, ensuring outcomes are fair, consistent and aligned with business, regulatory and customer expectations. Use data analysis, legislative review, stakeholder engagement and clear written and verbal communication (including empathetic conversations) to deliver outcomes.
• Ensure all communications and decisions meet regulatory, legislative and client contractual requirements (e.g. GICOP, ASIC RG 271 and client contracts).
• Analyse complaint and quality assurance (QA) data to identify systemic issues, recommend improvements and enhance client/customer outcomes. Track and repo...