Customer Resolutions and Case Management Lead

**Full Time Permanent Position**

**Band 7 - Salary Range $106,626 to $119,182 per annum + 11.5% Super + ADO**

**Salary offered will depend on level of skills and experience.**

**About Melton City Council**

The City of Melton is a community where everyone belongs. Ours is a vibrant and diverse municipality - one of the fastest developing in Australia. Our organisation strives to provide our community with state-of-the-art amenity and facilities, engaging health and wellbeing options, and support to become active members of our Lifelong Learning City.

We invest in innovation, offering professional and personal development, and generous leave and flexibility to staff, while also fostering a collaborative and inclusive culture. You’ll be able to work close to home in a dynamic setting featuring cafes and retail options set amongst heritage buildings and open green spaces.

**The Opportunity**

Are you skilled at navigating complex issues and finding solutions that benefit both customers and processes? We’re looking for a Customer Resolutions and Case Management specialist to lead investigations, manage case resolution for complex enquiries, and drive improvements that prevent future complaints.

As our Customer Resolutions and Case Management Lead, you’ll be the guiding hand behind resolving complex customer enquiries and complaints with diligence, fairness, and professionalism. Your investigative mindset and ability to uncover root causes and implement positive change will help shape exceptional customer experiences across Council.

**Key Responsibilities**
- Lead thorough investigations into complex customer enquiries and complaints, ensuring resolutions are thoughtful, balanced, and equitable.
- Analyse end-to-end complaint management enquires and processes to identify trends and develop proactive solutions to enhance service delivery and customer experiences.
- Design and deliver guidelines, tools, resources, and training programs to equip staff with the confidence to handle complaints and complex customer enquires effectively.

To view the **Position Description**, click **here**.

**About you**

**_ To be successful in this role you will have the following:_**
- Relevant tertiary qualifications and significant experience in complaint and investigation services, customer experience or similar industries as it relates to the key position objectives.
- Demonstrated empathetic communication, interpersonal, consultation and negotiation skills; appropriate to confidentially liaise and consult with a wide range of managers, employees and external stakeholders and members of the public.
- Experience in using resilience in situations beyond the incumbent’s control, including managing challenging behaviours and keeling self and others calm when under pressure.
- Significant experience in responding to high volumes of work and complex enquiries and dealing with legislation and policy, including the ability to coordinate resources to ensure high quality business outcomes are delivered fairly and equitably.

**Culture and Values**

Our vision for our community is to be: "A vibrant, safe and liveable city accessible to all" and that means there’s a place here for you too. Our organisational values represent us as an established growth Council and the values are reflected in everything we do; our decision-making, our actions and our service provision to the community. Council has a diverse and vibrant organisation and we’d love to have you join us to help shape a city for the future.

We are Vibrant MELTON. Our values are:

- Motivate
- Empower
- Lead
- Trust
- Open
- Nurture

**Benefits**

There are a number of great reasons why our people love working at Melton City Council:
Staff Benefits | Melton City Council
- 13 ADO's (Accrued Day Off) per year
- 5 weeks annual leave
- Flexible Working Hours
- Extensive Career Development & Leadership Programs
- 16 weeks Paid Parental Leave **(Super is paid during parental leave)**:

- 3 weeks Paid Secondary Carer Leave
- Family Room available including Breastfeeding Facilities - Australian Breastfeeding Association
- Wellbeing initiatives
- Subsidised Uniforms

**How To Apply**

If you require further information about the position, please contact **Joel Farrell**, Manager Customer Service, **0417 820 675**.

Applications must include a Resume and address the Key Selection Criteria outlining your suitability to the role. To address the Key Selection Criteria, you will need to write short statements explaining how you meet the criteria, or how you demonstrate the capability. We encourage you to keep your responses concise.

**To be eligible for employment at Melton City Council you must be legally entitled to work in Australia.**

All successful applicants will need to undertake pre-employment requirements including but not limited to a satisfactory criminal history record check. Successful applicants must be able to comply with any COVID-19 Public Health Orders applicable to