Complaints Resolution and Improvement Officer

2 days ago

Coburg, Victoria, Australia Merri-bek City Council Full time $99,000 - $108,000 per year
  • Full time permanent role with monthly RDO
  • Salary: $99k - $108k + Super
  • Exciting change agenda and fantastic new team
  • Ability to transfer or take LSL (Long Service Leave) within Local Government

About Merri-bek City Council

Merri-bek City Council is a progressive council of 175,000 residents: one community, proudly diverse. Our council area sits within the banks of the Merri Creek and the Moonee Ponds Creek, and includes Brunswick, Coburg, Fawkner, Glenroy, Gowanbrae, Hadfield, Oak Park and Pascoe Vale. Our city is vibrant and energetic, known for its active community, cultural diversity, creative industries and the arts. Our long-term vision has ambitious goals for environmental sustainability, social justice, community wellbeing, and creating great places. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne's CBD, there are excellent public transport options and great food and cafés right at the doorstep.

Merri-bek Council strives to be a contemporary, innovative and collaborative organisation with a deep commitment to engaging and supporting the Merri-bek community. Our organisational vision is to be one team, brave and diverse, making a difference.

We pride ourselves on being an inclusive and welcoming workplace. We offer flexible and hybrid work options and genuinely care about providing our staff work/life balance. With the Civic Centre located in Coburg, 8 kilometres north of Melbourne's CBD, there are excellent public transport options and great food, cafés, parks and a cinema right at the doorstep. Merri-bek is a great place to live, work and play.

About the role

In this role, in conjunction with the Customer Experience Lead, you will lead the implementation of Merri-bek City Council's Complaints Resolution Policy and Procedural Guide.

This role will take an engagement and problem-solving approach to respond to resident complaints. This includes improving the delivery of Council's customer service initiatives, identifying systemic service delivery issues, providing data for business improvement, and delivering organisational transparency about how Council handles complaints.


Skills and experience require to perform the role
  • High level cognitive, problem solving and investigative skills, including demonstrated lateral thinking and initiative in conducting reviews, research, investigations and developing solutions.
  • Excellent written communication skills, including the preparation of complex correspondence, and reports, and ability to review information to meet plain English standards.
  • Strong data and analytics skills to prepare reports, interpret data and provide insights.
  • Strong interpersonal skills to engage with internal and external customers and to collaborate to resolve problems, and drive improvements.
  • Demonstrated experience in the collection and analysis of complaints information and identifying process improvements.
  • Demonstrated working knowledge of Local Government and State legislation related to the role.

What the role can offer
  • Monthly RDO
  • Extensive opportunities for training & career development
  • Salary sacrifice options
  • A real sense of work-life balance & flexible work options
  • Employer-supported study assistance schemes
  • Wellness programs

Further support offered for our staff -
  • Up to 20 weeks primary & up to 5 weeks secondary parental leave
  • Purchase leave
  • Ceremonial leave
  • Gender affirmation leave
  • Family violence leave

For further information about this position please contact Stefan Grun, Manager Customer, Communications and Engagement, on or -

Applications close: 11:30pm, Monday, 13 October 2025.

Before submitting an application please view the Position Description.

Please note that when applying for this role, you may be required to attach your valid Driver's Licence and WWCC. Please have this ready when completing your application.


How to apply

Please fill out an application using our online recruitment system. You will be required to upload your CV, a cover letter outlining your relevant skills and experience. You do not need to respond to the individual Key Selection Criteria. Please also upload any other relevant documents.

*Please note that some documents relating to this position may reference Moreland City Council. We are in the process of updating the councils new name of Merri-bek City Council.

Please note that applications must only be submitted online, applications will not be accepted via email.

Merri-bek City Council is proudly diverse and an equal opportunity employer. We encourage applications from the Aboriginal and Torres Strait Islander community, people with disability, and people from every culture, sexuality and gender identity, age and ethnic background. Merri-bek City Council is a Child Safe organisation.

Merri-bek is focused on diverse representation of the community we serve. With this we value lived experience that could contribute to the shaping of this role and in turn will continue to provide representation and growth of safe and inclusive work culture.

We encourage everyone to apply and discuss opportunities to develop your knowledge and experience. Council is committed to removing barriers and access to employment where possible at any point in the recruitment, onboarding and during your time at Council. For further information regarding access or modifications you may require for a recruitment process please contact Danni Jovanovic, Recruitment Business Partner on -

Our Commitment

In May 2021, Merri-bek Council adopted a revised Statement of Commitment to Wurundjeri Woi-wurrung People and Aboriginal and Torres Strait Islander communities of the municipality. The statement recognises the Wurundjeri Woi-wurrung people as the traditional owners of the lands and waterways of our municipality.

Merri-bek City Council is committed to being a Child Safe Organisation and has zero tolerance for child abuse. We believe children and young people have the right to be and feel safe and that their safety and wellbeing is the responsibility of everyone. You can read more about our Child Safety Commitment Statement on our website.

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