Customer Resolutions Manager – City of Darebin (JN -122024-39035) Preston, Melbourne, AustraliaJoin a high performing customer teamAn exciting opportunity to improve customer experience and deliver community outcomesHybrid working options availableThe City of Darebin is a vibrant municipality just north of Melbourne's CBD.
No matter where you're from you'll feel at home in this cosmopolitan community, where different lifestyles, aspirations and talents are welcomed.
155,000 residents speak 138 different languages, embrace 37 different faiths, and celebrate their city's rich cultural diversity.
The City of Darebin 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.
The Vision is for a community that works together to advance community life.Reporting to the Coordinator Customer Service, this role will work closely with internal and external stakeholders to manage escalated complaints and requests from the community in a timely manner.
Based in the Corporate and Customer division, this role will case manage complex customer cases and escalations, oversee responses to complaints that cross multi-work areas.
You will build and maintain positive relationships while conducting investigations and resolving complaints.
This role will oversee the roll out of policies and procedures related to complaint handling and embed these across the organisation.
This role will monitor performance, produce data reports, and identify trends in customer complaints and develop strategies to mitigate these trends in future.
This role will lead best practice complaint management and provide guidance and direction to the organisation.To be considered for this role, you will have experience managing customer complaints in a large complex organisation.
You are confident in your ability to build relationships, influence, and negotiate with a range of diverse stakeholders to effectively manage conflicts and sensitive situations.
You will have demonstrated experience in developing and implementing complaint handling policies and procedures.
You are adept at working under pressure while dealing with confidential matters with discretion.
Experience in a customer-centric sector such as utilities, water, or public sector would be an advantage.
This is an exciting opportunity to improve customer experience and deliver positive customer outcomes for the community of Darebin.To apply, please click 'apply now' and upload your CV and Cover Letter.
For any questions not outlined in the PD and for a confidential discussion, please contact Vanessa Huxley on 0417 708 112 or Steph Davidson on 0422 046 571.Davidson acknowledges the Traditional Custodians of the lands on which we work and live.
We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.
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