As a Service Investigations Consultant, you’ll play a key role in supporting members by investigating and resolving missing service queries. You’ll engage with members to understand their circumstances, provide clear guidance, and work towards fair and timely outcomes that align with legislative requirements and organisational policies.

This role is ideal for someone who values integrity, empathy, and collaboration. You’ll work directly with members and stakeholders to resolve complex queries, while contributing to continuous improvement and delivering a positive member experience.

What you’ll do

Investigate and resolve missing service requests, ensuring outcomes meet compliance and legislative requirements.

Engage with members in a respectful, empathetic, and solutions-focused way to achieve positive outcomes.

Apply problem-solving, critical thinking, and sound judgment to manage cases effectively.

Prioritise and manage caseloads to meet service and quality targets.

Collaborate within a supportive team environment while also working independently.

Identify opportunities for process improvements and contribute to team capability.

What you’ll bring

Strong communication skills, with the ability to explain complex requirements in a clear and supportive way.

Confidence to handle sensitive and challenging conversations with empathy and professionalism.

Excellent organisational skills to manage competing priorities and deliver timely results.

A growth mindset and commitment to personal and professional development.

Attention to detail, with a focus on accuracy and quality outcomes.

What you’ll need to have

Experience in a high-volume, customer-centric case management or administrative role.

Demonstrated ability to interpret and apply complex legislation or compliance frameworks.

Strong time management and problem-solving skills.

Proficiency with Microsoft Office Suite and agility in navigating multiple systems and databases.