Complaints Coordinator

**Vacancy Details**:

- Position:

- Organisation Unit:

- Location:

- Tenure:

- Closing:

- Synopsis:
- **Classification 6 - $118, 141 - $132,962 + super**:

- **Lead complex customer complaints, ensuring fair outcomes**:

- **Opportunity to work across the organisation and lead a small team**

We are the City of Melbourne, a 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.

**How this team makes a difference to City of Melbourne**

The Customer Experience branch purpose is to make a difference for the City and its people. The vision is to anticipate our customers’ needs before they do by putting them at the centre of everything the organisation does. The branch applies its unique understanding of customer and its knowledge of the organisation to deliver a positive and efficient customer care service. The branch partners with the organisation to realise the best customer experience possible.

**About the role**

Step into the vital role of Complaints Coordinator, where you’ll be at the heart of managing and resolving customer complaints in alignment with the City of Melbourne’s values and policies. This is your opportunity to take charge, using empathy to investigate and resolve complex issues, while working closely with senior managers and Directors to ensure timely, effective resolutions and improvements to service. In this pivotal role, you’ll contribute directly to fostering a positive relationship with the community and delivering exceptional service. You will

**Your responsibilities will include**:

- Lead triage and coordination of complex complaints, advising and collaborating with leaders, Directors, OCEO, and Councillor Liaison.
- Investigate complaint causes and collaborate across the organization to recommend improvements.
- Manage complex customers and provide guidance across the organisation in line with our Managing Complex Customer Behaviour policy.
- Conduct formal investigations and internal reviews to ensure fair outcomes for customers.
- Manage Complaints team workload, allocate cases, and provide guidance and feedback.
- Provide line management, mentoring, and support to Complaints Officers.
- Implement Quality Assurance Framework to improve complaint handling and customer experience.
- Lead operational reports and communication on complaint performance and service delivery targets.
- Advise on risk cases and escalate to leaders and executives for proactive management.

**What you will bring**
- Minimum of 3-5 years demonstrated experience in a complaint handling and/or complex case management role
- Demonstrated experience in complaint and/or complex case investigations and analysis
- Experience with policy and process development
- High level emotional intelligence, empathy and communication skills with the ability to communicate and liaise confidently across all levels of the business and with customers
- Highly developed customer service skills and demonstrated ability to be professional, discrete and courteous and maintain confidentiality
- Highly developed interpersonal skills and proven written and oral communication skills
- High level computer skills including use of the office suite and experience in customer relationship management systems, ideally Salesforce
- Ability to work in a team environment, collaborating with others to achieve outcomes
- A high level of initiative and independence and the ability to establish own priorities and work with limited direction
- Experience leading small teams, providing coaching and mentoring to team members, delegation of tasks and management of team workloads.

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 (no more than one page)

Applications will be accepted up until 11:45pm on 13th February 2025