Sharon West

As a Dispute Resolution Officer, I play a pivotal role in helping resolve domestic building disputes under the Domestic Building Contracts Act 1995. Reporting to a Lead Officer within the Client Services group, I work collaboratively with homeowners, building practitioners, and other stakeholders to guide disputes toward fair and timely outcomes.

I bring to this role:

• Proven experience interpreting and applying legislation
• A track record of delivering expert advice in a dispute resolution environment
• Hands-on experience with dispute resolution techniques, including dispute assessment, case management, and facilitative settlement
• An ability to provide quality case management and advice, assisting parties to improve communication, clarify issues and explore potential solutions.

The Foxtel Group is one of Australia's leading media companies, with interests that include subscription television, streaming, sports production and advertising. With more than 4.7 million subscribers, 65% of it is owned by News Corp and 35% by Telstra.

• Managed large complaint caseload with a focus on maintaining strong client relationships and high levels of customer service.
• Conducted complaint investigations, provided evidence, and negotiated commercially fair resolutions.
• Engaged in conciliation with governing bodies including the Telecommunications Ombudsman, Consumer Affairs, Office of Fair Trading, Privacy Commissioner, ACMA, VCAT/QCAT/NCAT.
• Collaborated with the Legal and Fraud teams to conduct risk and root cause analysis, driving continuous business improvements.
• Provided insights and root cause analysis to key stakeholders driving continuous improvement in our processes, behaviours, and systems.
• Provide leadership to the Executive and Regulatory Team as 2IC, this includes providing coaching and mentoring to the Level 2 Executive Team.
• Reported on complaint volumes and drivers.
• Performed Quality Assurance monitoring for the Complaints team ensuring quality and compliance is being met.
• Reviewed completed cases to ensure quality and compliance for the Complaints team.
• Completed quarterly Foxtel reporting for the ACMA and yearly ASTRA reporting.
• Oversee the implementation of process changes, ensuring that both the Executive Team and internal systems operated within the most current procedures.
• After-hours on-call assistance for the CEO and Executive Team for both Foxtel and Hubbl.

• Overseeing the Foxtel billing offshore call centre
• Providing advice on regulatory requirements to minimise complaints and escalation risks.
• Ensuring best practice complaints management and minimisation.
• Collaborating with stakeholders to ensure compliance with Australian Consumer Law and other relevant acts.
• Efficiently managing complaints submitted to Foxtel.
• Supporting offshore and onshore teams in resolving customer escalations with best-practice complaint handling
• Reporting on complaint volumes and drivers.
• Collaborating on root cause analysis, case studies, and improvement initiative tracking.

• Audited and approved all refunds that were allocated into the department by call centre staff.
• Organised training manuals and facilitate briefs in the call centre regarding payments processes.
• Liaised with various banks to verify payment details and discuss payment disputes.
• Updated customer banking details to avoid errors and ensure customer satisfaction.
• Liaised with Team Leaders and their Managers to provide feedback and coaching opportunities and distributing daily reports within the Refunds and Payments Team.