Customer Resolution Officer

Permanent, full time
- Competitive salary circa $114k (TRP)
- 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 on the implementation of the Complaint Handling Policy, to support a customer centric culture and responsive management of escalated matters and complaint resolution.
- Oversee, coordinate and log responses escalated to the CEO, Mayor, Councillors and General Managers to ensure response within agreed service levels.
- Coordinate and oversee requests for access to information, including Freedom of Information requests, acting as Council’s FOI Officer with support from the Information Management Coordinator.
- Lead the relationship with the Victorian Ombudsman and the Office of the Victorian Information Commissioner on FOI matters.
- Identify systemic service delivery issues, providing data for business improvement.

**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.
- Highly-developed cognitive, problem solving and investigative skills, including demonstrated lateral thinking and initiative in conducting reviews, research, investigations and developing solutions
- Knowledge of Freedom of Information is desirable but not mandatory.
- A passion for delivering excellent customer service, with a strong commitment to driving better outcomes for the community.
- Strong organisational skills that reflect ability to perform and prioritise multiple tasks seamlessly with excellent attention to detail
- Strong interpersonal skills, emotional intelligence and ability to manage conflict

**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 Jodie Watson, on 8470 8125 for a confidential discussion.

**Applications close on 5 February at 12.00noon. Interviews will be held 8**th** February between 11am - 4pm.**
- 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._