Customer Resolution Officer

Permanent, full time
- Competitive salary circa $103k
- Convenient Preston location, close to public transport

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
- Provide organisational leadership of the Complaint Handling Policy, to support a customer centric culture and responsive management of escalated matters and complaint resolution.
- Log, coordinate and oversee matters escalated to the CEO, Mayor, Councillors and General Managers from community members to actively ensure responses within agreed service levels.
- Undertake procedurally fair investigations, including assessment of information and prepare responses to complex matters.
- Coordinate and oversee requests for access to information, including Freedom of Information requests, acting as Council’s FOI Officer.
- Lead the relationship with the Victorian Ombudsman and the Office of the Victorian Information Commissioner on FOI matters.
- Build and maintain positive relationships with internal and external stakeholders in the course of conducting investigations and resolving complaints.

**Skills & Experience**
- Formal degree or diploma qualification in investigations, law, or a related discipline, coupled with several years of subsequent relevant experience - or a lesser formal qualification coupled with extensive relevant experience.
- Substantial knowledge and demonstrated experience managing and responding to customer complaints in a complex environment
- Substantial knowledge of Freedom of Information Act and demonstrated experience managing Freedom of Information requests
- Demonstrated working knowledge of Local Government and State legislation related to the role would be desirable

**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**

We’re also happy to adjust our recruitment process to support your accessibility needs.

Contact Lisa Wheelhouse, Acting Manager Transformation & Corporate Executive Office on 8470 8801 for a confidential discussion.

**Applications close on 3 August at 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._