Customer Advocacy & Complaints Officer
About the job
The Customer Advocacy and Complaints Officer position is a permanent full-time opportunity within the Customer Experience branch, offering a salary range of $85,415 - $96,138 plus a 12% superannuation and employee discount programme. This job is vital for ensuring fair, timely, and effective resolution of customer complaints across the City of Melbourne, advocating for customers while supporting the organisation in improving services and complaint handling practices. Team members work collaboratively, focusing on uplifting customer experience, trust, and advocacy, making a real impact in the community.
You'll be responsible for
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Supporting customer advocacy
Support the Customer Experience branch to be a centre of excellence in customer advocacy, ensuring complaint handling across the organisation is consistent, timely and fair.📋
Managing complaints
Assess and manage complaints by scoping issues, gathering information, identifying risks and coordinating with internal stakeholders.🔍
Analyzing complaint data
Analyse complaint data to identify patterns and deliver insights that continuously improve service quality.What we're looking for
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Customer service experience
Demonstrated experience in customer service and complaints handling.View
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Strong communication skills
Proven ability to engage confidently with customers and stakeholders.View
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Analytical skills
Experience researching and analyzing information for clear recommendations.View
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