Complaints and Feedback Coordinator

Cumberland City Council is located within the fast-growing Central City District and is on the doorstep of two of Greater Sydney’s new cities, between the Greater Parramatta and Olympic Park (GPOP) area and the new Western Parkland City. The Central City District is benefiting from unprecedented city-scale infrastructure investments, making this an exciting time to join Cumberland.

Located 20km west of Sydney on Dharug country, with a population of 240,000 residents, Cumberland is the fourth most populous LGA in Greater Sydney. Cumberland boasts one of the most diverse communities in Australia, with people from many different backgrounds and cultures living alongside one another.

Our people are focused on driving community outcomes, programs and services to innovate, inspire and deliver change for the community we represent.

Cumberland City Council adheres to the principles of a child safe organisation and is committed to the care and protection of all children and young people. Council has worked hard to fulfil its community’s vision for Cumberland as a place where anyone can feel **_welcome_**, **_belong_**_ _and **_succeed_**.

**ABOUT THE OPPORTUNITY**:
We have an exciting opportunity for a passionate person to join our Customer Experience team in providing high quality customer service to residents. The Complaints and Feedback Coordinator is responsible for the development and management of Tier 1 complaints handling services and processes under Councils Complaints Management Policy. The role is responsible for the establishment and implementation of ongoing continuous improvement initiatives relating to complaints and feedback management.

The role will continually review feedback and drive proactive change to minimise customer complaints and maximise customer satisfaction. This position will create an environment to differentiate the Council as an organisation that has an unrelenting focus on our customers.

The successful applicant will require:

- Qualifications in a related field or relevant strong experience managing customer complaints, business improvement and measurement
- Excellent interpersonal and communication skills including a proven ability to establish and maintain cooperative working relationships with customers
- Highly developed negotiation and mediation skills with a strong ability to gain outcomes that favour both the organisation and customers
- Extensive experience in the identification and implementation of business improvement processes stemming from complaint data collection and analysis
- Experience in conducting research independently and preparing succinct reports
- Experience in the facilitation of staff training in complaint handling to promote a culture of continuous improvement
- Demonstrated project management skills to achieve work goals and to meet planned targets, deadlines and commitments with mínimal supervision
- Strong leadership skills including the ability to influence across the organisation.

Download the position description here for more information.

**Position information**: This is a permanent full-time role working Monday to Friday, 35 hours per week, with access to 9 day fortnight Rostered day (RDO) arrangement.

This role is predominantly located at Council's Auburn office, with occasional travel required across Council worksites, and may be required to work across any of Council’s work locations.

**Salary information**: The salary and conditions of employment are in accordance with the NSW Local Government (State) Award.
- Grade 10 of the Cumberland Salary Structure with a salary range of $1,464.40 to $1,684 per week, plus 10.5% superannuation
- The commencing salary will be negotiated, taking into consideration the successful applicant's qualifications, skills and experience related to the role.

**WHAT WE CAN OFFER**
- We promote work-life balance and offer flexible working arrangements
- Training and professional development opportunities available to develop skills and grow your career
- Leave entitlements including annual leave,** **15 days personal leave per year, parental leave and access to Long Service Leave after five (5) years (where applicable)
- Three (3) additional grant days of paid leave over Christmas (where applicable)
- Health and Wellbeing Programs to support our staff by providing access to online professional learning, paid leave to undertake annual skin checks, COVID-19 vaccinations and to donate blood
- Subsidies to assist with the cost of wellness and fitness activities
- Free access to Council owned swimming pools
- Access to Council's Fitness Passport Program and Employee Assistance Program (EAP).

**ABOUT US**:
Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks required for the position. This may include criminal record checks, qualification and licence checks, and proof of the right to work in Australia (please refer to the position descripti