Customer Escalations Coordinator

4 weeks ago

Melbourne, Australia Melbourne Water Full time

The Role

Reporting to the Customer Escalations and Complains Lead, the Customer Escalations Coordinator will be responsible for supporting customers seeking to resolve escalated issues, ensuring escalated requests are resolved, as well as identifying systemic issues leading to escalated requests.

This will be achieved through:

Centrally coordinating escalated requests to ensure all issues are captured, resolved and responded to within KPIs. Acting as a customer advocate in all dealings representing Melbourne Water and championing a culture that welcomes customer escalations as service improvement opportunities. Ensuring accurate recording of customer interactions, including all customer touch-points, formal resolution and response to customer. Preparing reports that detail operational escalations performance as well as identifying systemic customer experience issues to resolve. Preparing recommendations where required and providing professional written correspondence to customers. Developing positive and collaborative working relationships with team members, as well as internal and external stakeholders.

Please note that this is a fixed-term contract role for 2 years.

Your Skills and Experience

Well-developed customer service skills, including the ability to manage escalated customer issues and act as a central coordination point for managing and resolving escalated requests. Demonstrated analytical and problem-solving skills, including the ability to assess and manage risk, work within legislative requirements, make impartial recommendations and to use specialist advice when needed. Excellent written communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions. Strong customer outcomes focus, confidence and resilience in liaising with internal and external stakeholders.

For more information, please see the attached 

Culture at Melbourne Water

We take enormous pride in cultivating a culture that holistically benefits our team and the wider Melbourne community. The pillars of our culture are based on Flexibility, Impact, Growth & Development, and People.

We are committed to flexible working in a variety of manners including hybrid work, varied start/finish times, purchased leave, part time work, and 9-day fortnights. We understand that Melbourne Water and our customers are benefitted by enabling balance in work and life. Make an impact as part of a passionate team doing meaningful work to enhance life and livability in Melbourne. We relish learning and challenging the status quo for continuous growth. Perpetual and varied opportunities for learning and development are offered in a variety of manners - from formal development programs, digital learning content and lunch & learns; to visiting our sites and getting to see our initiatives and projects first hand. People are the foundation for all that we do. Our people are warm, welcoming, and inclusive. We welcome applications from everyone, including people with disability, mature age and young job seekers, members of the LGBTI+ community, and people from culturally diverse backgrounds. Melbourne Water welcomes and encourages applications from Aboriginal and Torres Strait Islander peoples.

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