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Complaints and Resolution Officer

Organisation : .au Domain Administration

Location : Melbourne (Melbourne CBD)

Work type : Full-time

Profession : Client Services, Customer Service, Information & Communication Technology, Policy & Research

Sector : Community Engagement, Foundations, Trusts & Philanthropy, Government, Industry Associations

Salary type : Annual Package

Application closing date : 17 Jul, 2020

About the role

Key Responsibilities:

• Respond to complaints and enquires received as cases in auDA’s CRM system via the website, email, and phone

• Review registry data for other domain names that may match the characteristics of a domain name that has been placed into policy delete for non-compliance with the policy

• Suggest areas for process improvement and recommend changes to those processes

• Support initiatives in providing education and other improvement programs, particularly for registrars, on auDA policy compliance issues.

• Identify complaints that relate to activities that cause consumer harm, and escalate for further investigation and reporting to relevant law enforcement bodies

• Utilise investigation, problem-solving, and negotiation skills making informed decisions to ensure the timely resolution of compliance breaches and/or complaints, escalating cases to higher management as appropriate.

• Act as a trusted adviser on compliance matters to other auDA staff, and externally with registrars and support relevant education programs.

Skills and experience


• Demonstrated experience in handling complaints within a compliance environment ideally with experience in a regulatory setting area within statutory authorities, government (ombudsman), or corporates such as banking, insurance, health.

• 3+ years’ demonstrated experience handling complaints in a compliance focussed environment.

• Demonstrated ability to make accountable decisions – use of conceptual thinking and sound analytical investigative approaches to reason through problems and provide feasible solutions and/or recommendations.

• Demonstrated knowledge and experience across the Internet software and services industry

• Demonstrated experience in handling complaints within a compliance environment.

• Demonstrated experience in using case management or CRM systems to manage cases

• Demonstrated experience in using available tools to investigate the facts associated with complaints – including the ability to search ASIC, ABN, and trademark registers for relevant information, the ability to use internal database tools, and the ability to review websites associated with domain names that are the subject of a complaint for information.

• Excellent written and verbal communication skills – proven effectiveness in documenting and communicating compliance decisions

Personal Attributes

• Ability to manage and motivate self, work with minimal direction, and to exercise initiative and discretionary judgment.

• Builds productive working relationships.

• Have well-developed interpersonal skills.

• Flexible and adaptable: readily adapts to changing circumstances; is open to new ideas, approaches, and viewpoints; embraces ambiguity and sees it as an opportunity to provide clarity, and accepts changed priorities without undue discomfort.

• High attention to detail and accuracy

• Ability to remain objective, consistent, and impartial at all times.

• Resilient.

About the organisation

Organisation Name : .au Domain Administration

.au Domain Administration Ltd (auDA) is the administrator and self-regulatory policy body for the .au Country Code Top Level Domain (ccTLD). auDA is an expanding team with a big responsibility and we are seeking to employ additional staff in a full-time capacity to assist with managing our Compliance function.
We are committed to the recruitment, development, and support of a diverse workforce into an environment which is inclusive, embraces diversity in all its forms, and is a place where you can be you.

How to apply

Please email all resumes to:



Please quote in application: Complaints and Resolution Officer via Pro Bono Australia.


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