Customer Advocate Lead

1 week ago

Melbourne, Victoria, Australia Whitehorse City Council Full time

Help Shape Positive Community Experiences with Your Expertise


Are you a solution-focused professional with a talent for resolving complex customer complaints? Our council is on the lookout for a Customer Advocate Lead committed to fostering a positive experience for our residents and stakeholders.

This role is crucial for championing our Complaints and Feedback Policy, facilitating an easy process for our community to share feedback and complaints, and driving improvements from what we learn.

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Salary $100,112 per annum + 11% Superannuation:

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Full-time or part-time considered:

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Great leadership opportunity to grow your career
At Whitehorse City Council, community is at the heart of everything we do.

To stay ahead of the evolving changes and needs of the community, the organisation is undertaking an exciting transformation journey that will transform ways of working and will empower employees to be innovative and constantly striving towards providing excellent customer experience at all times.


The five pillars of our transformation focus on:

  • Excellent Customer Experience and Service Delivery
  • Great Organisational Culture
  • Innovation and Continuous Improvement
  • Good Governance and Integrity
  • Long Term Financial Sustainability

The role:

Make a real impact in our community by leading our Customer Advocate Support Officer and uplifting the Complaints policy. Lead the charge in addressing customer complaints and turning feedback into actionable insights for service improvement. As a pivotal figure in our council, you will ensure everyone feels heard, valued, and understood.

This role puts you at the heart of our mission to deliver exceptional service and uphold our council's reputation through:

  • Timely and effective resolution of complaints, aligning with council policies and standards.
  • Direct collaboration with departments and the Victorian Ombudsman to address and resolve complaints, ensuring satisfactory outcomes.
  • Utilisation of complaint data analysis to enhancements and reduce avoidable complaints, keeping our services aligned with community needs.
  • Leadership in fostering a culture of continuous learning and improvement in complaint handling across the organization.

About you:

You have a background in Business Management, Administration, Public Administration, or Dispute Resolution, paired with extensive experience in complex enquiry management and customer dispute resolution

  • Your skillset includes:
  • Expert problemsolving and analytical capabilities.
  • Proficiency in Microsoft Office and tools like Power BI and CRM for data analysis and insights would be an advantage.
  • Exceptional communication and interpersonal skills are second nature to you, enabling you to manage sensitive situations with empathy and professionalism.


This opportunity is for those ready to dive deep into the heart of our community's concerns, advocate for the customer's voice, and drive meaningful changes in our council's approach to service delivery and customer satisfaction.


In return, we will offer:

The ability to make a difference - Working at Whitehorse City Council you contribute to making a real difference in the lives of the community and those that live, learn, work or visit Whitehorse. Every day you really will see how the work you're involved in benefits the diverse community.

Great working conditions - a professional environment, friendly and supportive teams and a flexibility program that promotes employee work life balance.

An extensive Health and Wellbeing offering - Employee assistance program, private health insurance benefits, health checks (skin, hearing and vaccinations), discounted gym membership and facilities (e.g. Theatre, Arts, Leisure) and an active health and wellness program (e.g. stretching, healthy eating demonstrations and health challenges.

Transformation:

  • We are in a time of transformation to stay ahead of the evolving changes and needs of our community. Together, we are on an exciting journey to empower all of our employees to be innovative, and constantly strive towards continuous improvement.

Further Information:

Further information is available from Mel Thompson on Applications close Monday, 15 April 2024.

How to Apply:

_Download the Position Description:
_
Customer Advocate Lead

  • City of Whitehorse is a culturally and linguistically diverse community. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of our community. We are committed to upholding a safe, inclusive and respectful workplace that values the contribution of all. _
  • Whitehorse City Council is committed to being a child safe organisation. We recognise our responsibilities to keep children and young people safe from harm and have established policies, procedures and training to achieve these commitments.

ABOUT US

  • The City of Whitehorse, located 15 kilometres east of the Me

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