We are looking for a dedicated Customer Resolution Advisor to join our dynamic team.

Learning People are one of the leading online education providers. We are passionate about delivering career-ready education and support to empower our students with the skills needed to excel in Tech and Project Management. 

In this role, you will drive the investigation and positive resolution of all complaints, supporting our customer service teams to meet company, legal, and regulatory standards. You will build strong partnerships with internal and external stakeholders, ensuring timely resolution of all complaints and comments.

You will foster genuine customer connections through a professional, upbeat, and charismatic approach. Collaborating with operational and service teams, you will uphold excellent complaint handling and resolution practices, identify trends, and work with customer service teams to ensure continuous improvement.

Roles and responsibilities

Management of Solutions Inbox
Provide timely acknowledgement to all complaints raised and mitigating circumstances supplied
Listen to and document calls relating to the complaint raised
Investigate all complaints and mitigating circumstances in line with Australian Securities & Investments Commission (ASIC) guidelines and Credit Controls and Consumer Finance Act (CCCFA)
Provide a resolution response to all complaints and mitigating circumstances in line with ASIC guidelines and CCCFA
Ensure that all complaints and mitigating circumstances are loaded onto the Complaints Module within CRM as per company process
Provide weekly data on complaint status and costs
Provide monthly data on route cause analysis
Liaise with Compliance and Finance teams on complaints/mitigating circumstances
Ensure accurate recording of all complaints, actions, findings and corrective activity
Review all data provided about student health
Lead internal training for staff on how to manage and avoid complaints
Proactive call listening to check for potential compliance breaches
Provide support to other operational departments when required
Participating in dispute tribunals on behalf of the company when needed.
Attending meetings outside of office hours with our global team, when required


Benefits:

Opportunity to make a positive impact on the lives of our students.
Collaborative and supportive team environment
Professional development opportunities to enhance your skills and expertise
Flexible working with one day working from home each week
Additional annual leave day with your birthday off


About you:

Strong customer service orientation
Minimum 2 years’ experience in Complaints and/or Compliance role
Proficient in resolving complex complaints
Sales environment understanding
High levels of consideration, diplomacy, and resilience
Ability to build positive customer relationships while remaining professional
Calm and customer-focused under pressure
Proactive and independent problem-solving skills
Strong attention to detail and process driven
Comfortable engaging with management at all levels
Excellent communication
Data gathering and analysis abilities
Brand-conscious and customer-centric mindset
Willingness to learn new skills
Proficiency in Excel
How to Apply:

Click the link below to submit your application and join our team at Learning People Global as a Customer Resolution Advisor