Careers at Symbos

At Symbos, we create connected experiences through the perfect blend of people, technology and innovation. We partner with leading organisations across Australia and beyond, helping them deliver exceptional customer and operational outcomes through high-performing global teams.

Our people are trusted to make an impact, solve meaningful challenges and grow their careers in a supportive environment that values collaboration, continuous improvement and ownership.

About the Client

Our client is a leading organisation operating within the energy and customer services sector, supporting millions of customers across Australia. With a strong commitment to operational excellence, customer experience and regulatory compliance, they continuously invest in processes, technology and people to deliver trusted outcomes for customers and stakeholders.

The Opportunity

We're looking for an Investigations & Remediations Officer to support the identification, investigation and resolution of operational incidents, compliance breaches and control weaknesses across customer operations.

This role is ideal for someone who enjoys problem solving, analysing information and uncovering root causes. You'll work closely with operational and compliance stakeholders to investigate issues, gather evidence, track remediation activities and contribute to stronger risk and control frameworks.

What Sets This Role Apart

• Exposure to compliance, risk and governance functions within a large and regulated environment
• Opportunity to conduct meaningful investigations that drive operational improvement
• Develop specialised skills in root cause analysis, incident management and remediation
• Work closely with senior stakeholders and external review processes
• Influence improvements that help strengthen customer and compliance outcomes

Key Responsibilities

• Conduct investigations into operational incidents, customer complaints, control failures and potential regulatory breaches
• Gather, review and analyse evidence from multiple systems and stakeholders
• Perform root cause analysis and identify contributing factors behind operational issues
• Prepare detailed investigation findings and recommendations
• Assist with incident, breach and near miss management activities
• Develop and track remediation actions through to completion
• Coordinate evidence requests for regulatory, audit and dispute resolution matters
• Prepare governance and investigation reporting for key stakeholders
• Identify recurring trends and support continuous improvement initiatives
• Contribute to the enhancement of risk, compliance and incident management frameworks

What We're Looking For

• Minimum 2 years of experience in contact centre operations, compliance, risk, investigations or related fields
• Strong analytical and problem-solving capabilities
• Excellent written documentation and report writing skills
• High attention to detail
• Strong stakeholder management and communication skills
• Ability to manage competing priorities in a fast-paced environment
• Experience using CRM and customer contact platforms such as Salesforce or Genesys
• Comfortable working with complex information and regulatory requirements

Nice to Have

• Experience in compliance investigations or incident management
• Exposure to regulatory environments or dispute resolution processes
• Knowledge of root cause analysis methodologies such as 5 Whys
• Experience supporting audits, assurance reviews or control testing
• Exposure to offshore contact centre environments

Who This Role Suits

This role suits someone who is naturally curious, methodical and solutions-focused. You'll thrive if you enjoy solving problems, working through complex information and partnering with stakeholders to improve processes, controls and customer outcomes.

Application Process

If you're looking to build your career in compliance, risk and operational investigations while working in a collaborative, growth-focused environment, we'd love to hear from you.

Apply now and discover how you can grow your career with Symbos.