Customer Advocate

4 months ago

Parramatta, Australia Parramatta City Council Full time

The City of Parramatta is going through unprecedented change and transformation as we grow and transform into a Global City. The intensity of growth and investment in City of Parramatta means that Council, their partners, and community have a once-in-a-generation opportunity to shape the City’s future and ensure it is culturally, socially, environmentally, and economically sustainable.

**About the Role**:
City of Parramatta is on a mission to redefine customer service excellence, and we're looking for a dedicated Customer Advocate to help lead the charge. In this pivotal role, you will enhance our customer service experience by streamlining the complaints handling process, ensuring swift and fair resolutions, and identifying areas for continuous improvement. You will work collaboratively across various teams to foster a customer-centric culture, develop and implement strategies, and drive outstanding service standards.

If you're passionate about transforming customer interactions and making a significant impact, this is your chance to lead the way.

**Key Responsibilities**:

- Oversee and enhance the complaints management process, ensuring resolutions are achieved promptly and fairly while identifying opportunities for continuous improvement.
- Support staff in effectively managing and resolving complaints, providing timely and professional guidance.
- Regularly monitor customer feedback and service requests to identify patterns and areas for improvement, taking appropriate action to enhance service delivery.
- Participate in cross-functional working groups to integrate customer needs into major projects and changes, developing supportive materials for customer service teams.
- Work across the organisation to embed improved processes and a customer-centric approach, collaborating with stakeholders to create customer experience modules for new staff.
- Provide strategic advice to Executive Leadership, staff, and customers, ensuring alignment with organisational goals.
- Promote continuous improvement and innovation in practices, technology, and procedures to better serve the customer base in line with organisational values.
- Build performance metrics and mechanisms to identify risks early and implement effective mitigation strategies.
- Maintain strong relationships with external partners, including community organisations, contractors, and government authorities.

**About You**:
We’re seeking an accomplished leader with:

- A relevant tertiary qualification in communication, engagement, or a related field.
- Over 7 years of relevant industry experience in customer service and complaints management, with a proven track record of achieving strategic objectives, preferably in a government or services environment.
- More than 5 years of demonstrated experience in leading diverse, multidisciplinary teams or working within large, complex organisational structures.
- Strong communication, relationship-building, and influencing skills, with the ability to handle sensitive and complex issues effectively.
- Advanced problem-solving and decision-making abilities, with experience in managing risks and resolving conflicts.
- A well-developed analytical approach to interpreting data and communicating insights.
- Extensive experience in change management, particularly within a complex stakeholder environment.High-level skills in conflict resolution and a solid understanding of risk management.

**Why Join Us?**

This is your opportunity to lead transformative initiatives that will significantly enhance our customer service and make a lasting impact on our community. If you’re eager to take on a challenging and rewarding role, we want to hear from you

**What’s on offer**

We are offering an attractive remuneration from $149,428 to $165,645 plus 11.5% superannuation.

In addition, City of Parramatta also offer excellent employee benefits which include:

- A range of flexible work arrangements including hybrid WFH arrangements (3 days in the office, 2 working from home).
- Central Parramatta location (Public transport at our door, discounted parking)
- Significant leave benefits (up to 12 days flexi-time, 3 additional leave days at Christmas, 15 days sick/personal leave, 2 days health and wellbeing leave per year)
- Learning and development opportunitiesHealth and Wellbeing programs (Fitness Passport, flu shots, etc.)
- **Want to know more?**

Further information regarding the requirements of this role can be found in the attached Position Description.

**How to apply**

Applications close 4pm, **19th September 2025. **and will not be accepted through any other medium.

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