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Customer Resolution Manager

2 months ago

Melbourne, Victoria, Australia Darebin City Council Full time
About the Role

We are seeking an experienced Customer Resolution Manager to join our team at Darebin City Council. As a key member of our organization, you will be responsible for leading a customer-centric approach to complaint handling and developing policies and procedures to ensure a fair and equitable process.

Key Responsibilities:

  • Partner with the organization to lead a customer-centric 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 multiple work areas, are complex in nature, and escalated issues from the corporate executive office
  • Produce regular performance and data reports for monitoring performance
  • Identify trends in customer issues and complaints and develop strategies to address both one-off and systemic issues that lead to poor customer service outcomes
  • Build and maintain positive relationships with internal and external stakeholders in the course of conducting investigations and resolving complaints

Requirements:

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

About Darebin City Council

Darebin City Council is a progressive leader in Local Government, passionate about social inclusion, sustainability, engagement, and service excellence. We are proud of the diversity of our workforce and recognize 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.

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

How to Apply

If this sounds like the right opportunity for you, please submit your application, including a resume, and those who wish to address the Key Selection Criteria in the Position Description may do so in their cover letter. We're also happy to adjust our recruitment process to support your accessibility needs.

Contact Tarsha Sandefur for a confidential discussion.