Customer Resolution Manager

1 week ago

City of Darebin, 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 play a critical role in leading our customer-centric approach to complaint handling and ensuring a fair and equitable process for all customers.

The successful candidate will have a strong background in complaint case management, with experience in developing and implementing complaint handling policies and procedures. You will be responsible for managing complex customer cases and escalations, coordinating responses to complaints that cross multiple work areas, and producing regular performance and data reports.

We are looking for someone who is highly advanced in communication skills, including written responses and difficult conversations. You will be able to facilitate relationships with internal and external stakeholders, influence and negotiate with customers to effectively manage complexity, conflicts, and sensitive situations.

Key Responsibilities
  • Partner with the organization 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 poor customer service outcomes.
Requirements
  • 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 organization.
  • 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.
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, Employee Assistance Program, recognition and reward program - Appreciate Great, and a variety of generous paid and unpaid leave options.

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