Customer Resolution Manager

2 weeks ago

Darebin, Australia City of Darebin Full time

Permanent, Full Time
- Competitive salary, Band 7 - $109,139
- Convenient Preston location, close to public transport

We are on an exciting journey to improve customer experience and deliver positive customer outcomes. An experienced Customer Resolution Manager you will partner with the organisation to lead best practice complaint management and provide direction and support to the organisation. You will manage complex customer cases and escalations from the Corporate Executive Office.
- Permanent, full time
- Competitive salary $109,139
- Convenient Preston location, close to public transport
- Exciting opportunity to drive positive change for the community.

At Darebin, diversity, equity, and inclusion are at the core of how we work. Our commitment to these values is unwavering, they are central to our mission, to our impact and to help us better serve our community. We know that having varied perspectives and lived experiences helps generate better ideas to enable a diverse, inclusive and connected community.

**About Darebin City Council**
Located in Melbourne’s northern suburbs, Darebin City Council is home to one of the largest, most diverse communities in terms of culture, language, religion, socio-economic background, occupation, and housing needs. The city has one of the largest populations of Aboriginal and Torres Strait Islander residents in metropolitan Melbourne. Our Vision is for a community that works together to advance community life.

**About the Role**
- Partner with the organisation to lead a customer centric and best practice approach to complaint handling
- Develop, manage and embed Complaint Handling and Complex Customer Behaviour Policies and procedures
- Case manage complex customers and escalated complaints ensuring a fair and equitable process and compliance with all legislation
- Coordinate and oversee responses to complaints that cross multi work areas, are complex in nature and escalated issues from the corporate executive office to actively ensure quality responses within agreed service levels
- Produce regular performance and data reports for monitoring performance
- Identify trends in customer issues and complaints and develop strategies to address both the one-off and systemic issues that lead to customer poor customer service outcomes
- Build and maintain positive relationships with internal and external stakeholders in the course of conducting investigations and resolving complaints

**Skills & Experience**
- Qualifications in complaint handling, internal reviews, formal investigations or a related discipline, coupled with several years of relevant experience - or a lesser formal qualification coupled with extensive relevant experience.
- Highly advanced communication skills including written responses and difficult conversations
- Extensive experience in complaint case management in a complex organisation
- Experience in developing and implementing complaint handling policies & procedures
- Ability to facilitate relationships with, influence and negotiate with customers to effectively manage complexity, conflicts and sensitive situations across internal and external stakeholders.

**Culture**
As a progressive leader in Local Government, Darebin City Council is passionate about social inclusion, sustainability, engagement and service excellence. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of the community we serve. We are committed to upholding a positive and supportive work environment that values the contribution of all employees and treats all employees with dignity and respect.

**Benefits**
We offer a range of benefits to our employees including opportunities for personal and professional development, flexible work practices, Employee Assistance Program, recognition and reward program - Appreciate Great and a variety of generous paid and unpaid leave options.

**How to Apply**

Contact Tarsha Sandefur, on 8470 8888 for a confidential discussion.

**Applications close 3 October 2024, 11.30pm**
- Darebin is committed to providing a safe working environment that embraces and values child safety, and thorough ‘Safety Screening’ processes apply. To work at Darebin City Council, you will be required to supply proof of work rights, a Victorian Employee Working with Children Check and comply with Child Safety standards. All employees are required to undertake an Australian Criminal History Check and may be required to complete a Functional Health Assessment. Council requires all employees to be fully vaccinated against COVID-19 as outlined in the Staff Covid-19 Vaccination Policy._

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