Customer Service & Complaints Specialist

Job Description:

Why join DXC Technology? 

 
DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com

At DXC we pride ourselves on delivering excellence in everything we do. What this means for you is the opportunity to be a part of delivering innovative solutions and helping to solve real business problems for a wide variety of valued clients. Be a part of a strategic Microsoft partnership that provides you with opportunities to deepen your expertise and work at the cutting-edge of technology. 

What you will be doing 

The Customer and Complaints Specialist role sits within the Business Operations teams and plays a key role in supporting the organisation to enhance the overall customer experience. The position is responsible for delivering customer service coaching to staff, leading service recovery activities in response to customer feedback, managing complaints end‑to‑end, and contributing to the development and continuous improvement of high‑quality service standards across the business.

 What will keep you busy 

• Customer Service
• Deliver professional, empathetic and customer-focused service across multiple channels (phone, email, written correspondence).
• Act as a point of escalation for complex service issues or dissatisfied customers.
• Apply sound judgement to resolve issues efficiently, balancing customer needs, organisational policy and regulatory requirements.
• Complaints Management
• Receive, acknowledge, assess and manage complaints in line with internal procedures and relevant legislation.
• Conduct thorough investigations, including gathering information, reviewing evidence and liaising with internal stakeholders.
• Draft clear, accurate and well-reasoned complaint responses within agreed timeframes.
• Stakeholder Engagement
• Work collaboratively with claims, legal, and operational teams to resolve complaints.
• Provide constructive feedback to operational teams to prevent recurrence of issues.
• Maintain positive working relationships with internal and external stakeholders.
• Continuous Improvement & Reporting
• Identify themes, trends and root causes of complaints and recurring service issues.
• Contribute to recommendations for process improvements and service enhancements.
• Maintain accurate records, data and reporting in complaints management systems.

The skills you will bring 

•  Strong written and verbal communication skills, with the ability to explain complex matters clearly and respectfully.
• Proven ability to handle challenging conversations with resilience, professionalism and empathy.
• Strong analytical and investigative skills with attention to detail.
• Sound judgement and decision-making within policies and regulatory frameworks.
• Effective time management with the ability to manage multiple priorities and deadlines.
• Demonstrated commitment to customer-centric service excellence.
• Experience in customer service, complaints handling, dispute resolution or customer experience roles (regulated environments highly regarded).
• Experience within insurance, workers’ compensation, financial services or government is desirable.

Your working environment  

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive. 

Our culture and benefits 

 DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC 

As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include; 
 

• Extensive resources to support your onboarding and continual development including DXC University 
• We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC 
• More time to do the things you love with flexible leave options, including purchased leave 
• Take time to give back with charitable and emergency services volunteer days 
• Well-being matters to us and our Employee Assistance Program is there to support you and your family 
• And of course, all the basics; novated leasing, discounted health insurance, paid parental leave and many other discounts 

We are an Equal Opportunity Employer  

DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the ‘bring your whole-self to work’ philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow.  

Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.  

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.