Complaints Officer

2 weeks ago

Melbourne, Australia City of Melbourne Full time

**$83,741 + 11% Superannuation**:

- **Permanent, full-time**:

- **Great & supportive team**:

- **ADO / Employee Discounts Program / 365 Myki card**

We are the City of Melbourne, a City of possibility and place to be bold and inspirational.

We are rapidly transforming to meet the evolving challenges faced by a global city. With a vision of being a leading organisation for a leading capital city, our mission is to create positive impact for our community. Each day, we work with passion and purpose so that together we achieve incredible things.

Together we
**Make the Difference**

**How this position will Make the Difference to City of Melbourne**

The Complaints Officer is a key contributor to the effective management of customer complaints at the City of Melbourne. Working closely with the Complaints Coordinator, the Complaints Officer will facilitate and enable effective and timely resolution of complaints.

This role will be responsible for guiding the management of Tier One and Tier Two complaints in the City of Melbourne’s four tier complaints framework. The role will support the Complaint Coordinator in Tier Three and Four complaints, and complex case management.

The role will also gather, analyse and report complaint data including root cause analysis of complaints that enables decision making and continuous improvement in service and complaint handling. The role also supports employees to understand and uplift complaint handling practices through daily support and formal training.

**What you will bring** (selection criteria)
- Demonstrated experience in a customer service role, ideally with experience in handling complaints and/or case management.
- Proven ability to research and source relevant information or data sets, interpret and formulate recommendations or provide advice.
- High level written and verbal communication skills with the ability to communicate and liaise confidently with management and employees, and with customers and service providers.
- High level computer skills including use of the office suite and experience in customer relationship management systems, ideally Salesforce.
- A high level of initiative and independence and the ability to establish own priorities and work with limited direction.

By joining us, you will become part of a remarkable team who work in a constructive and inclusive culture to shape the future of this city. Together, we champion difference, celebrate achievement and recognise positive impact.

To view the physical requirements of this position, please see below under
**Position Information.**

**How to apply
**- attach your resume
- attach a separate cover letter, addressing selection criteria (no more than two pages)

Please address your covering letter to **Hayley Martin - Complaints Coordinator**

Applications will be accepted up until
**11:45pm, Thursday 27th July 2023**

City of Melbourne conducts a safety screening process for all employees including a Police and Working with Children Check. For information about the broader collection and use of personal information by the City of Melbourne, please refer to our Privacy Policy

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