Customer Resolutions Officer

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Customer Resolutions Officer

  • Solve problems and enhance the customer experience of our residents
  • Permanent full-time, Werribee based
  • Salary from $78,200.20 (pro-rata) plus super and fortnightly RDO

We are Wyndham, one of Australia’s fastest-growing and most diverse cities.

Our people are hard at work designing the precincts, building the infrastructure, developing the policies, and delivering the programs that will ensure the City is prepared to welcome over 200,000 new residents by 2040.

Shape new possibilities. Be part of something more.

A bit about the role

In this role, you will deliver quality and timely resolutions to complex customer inquiries and complaints supporting Council’s customer service team. You will provide guidance and support to the broader team on best practice complaints handling and establish a collaborative and informed approach to information exchange with a variety of internal stakeholders.

What you’ll deliver

  • Manage our complex customer inquiries and complaints ensuring timely and effective resolutions
  • Source, assess, and investigate information to support complaints, identify trends, and proactive resolutions
  • Review customer feedback and make recommendations to enhance our customer experience
  • Support teams to enhance Council's understanding of Council’s complaint handling process
  • Participate in the review and development of our policies and procedures, helping build a continuous improvement culture

What you’ll bring

  • Demonstrated customer service and communications skills, both verbal and written
  • Experience working in quality assurance and monitoring programs in customer service
  • Well-developed analytics and problem-solving skills
  • Strong stakeholder management and collaboration abilities, being able to create collaboration and resolve difficult issues
  • A continuous improvement mindset with a positive, proactive, and flexible attitude

Be part of something more
Take a look at our job opportunities and you may be surprised at what you discover: a future-focused culture, a sense of purpose and possibility, and real opportunities to strengthen our diverse community. It all adds up to make Wyndham City a great place to belong. 

Our people are our most valued asset. We are focused on building a culture that empowers every person to do their best work. Flexibility is built right into our DNA and we are committed to cultivating an inclusive workplace that celebrates a diverse workforce. Ask us how this role can be worked.

So, are you ready to shape new possibilities?

What’s next?
If you think this role might be for you, we want to hear from you. Please apply by following the links and sending us a cover letter and your resume. We do not require any selection criteria to be addressed.

For more information feel free to contact Lori Hudec, Coordinator Community First on 1300 023 411.

Applications will be accepted until 11:59 PM on Sunday 2nd April 2023.

You will be required to provide evidence of a minimum of two doses of an Australian-approved COVID-19 Vaccination prior to commencing employment with Council.

We are a proud inclusive employer. We encourage people from all walks of life to apply for our job opportunities. Our commitment is to provide diverse, safe, and inclusive environments where everyone can grow and succeed.

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