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SalaryAt Whitehorse City Council, community is at the heart of everything we do.
Help Shape Positive Community Experiences with Your Expertise
Are you a solution-focused professional with a talent for resolving complex customer complaints? Our council is on the lookout for a Customer Advocate Lead committed to fostering a positive experience for our residents and stakeholders. This role is crucial for championing our Complaints and Feedback Policy, facilitating an easy process for our community to share feedback and complaints, and driving improvements from what we learn.
- Salary $100,112 per annum + 11% Superannuation
- Full-time or part-time considered
- Great leadership opportunity to grow your career
- Excellent Customer Experience and Service Delivery
- Great Organisational Culture
- Innovation and Continuous Improvement
- Good Governance and Integrity
- Long Term Financial Sustainability
Make a real impact in our community by leading our Customer Advocate Support Officer and uplifting the Complaints policy. Lead the charge in addressing customer complaints and turning feedback into actionable insights for service improvement. As a pivotal figure in our council, you will ensure everyone feels heard, valued, and understood. This role puts you at the heart of our mission to deliver exceptional service and uphold our council's reputation through:
- Timely and effective resolution of complaints, aligning with council policies and standards.
- Direct collaboration with departments and the Victorian Ombudsman to address and resolve complaints, ensuring satisfactory outcomes.
- Utilisation of complaint data analysis to enhancements and reduce avoidable complaints, keeping our services aligned with community needs.
- Leadership in fostering a culture of continuous learning and improvement in complaint handling across the organization.
You have a background in Business Management, Administration, Public Administration, or Dispute Resolution, paired with extensive experience in complex enquiry management and customer dispute resolution.
- Your skillset includes:
- Expert problem-solving and analytical capabilities.
- Proficiency in Microsoft Office and tools like Power BI and CRM for data analysis and insights would be an advantage.
- Exceptional communication and interpersonal skills are second nature to you, enabling you to manage sensitive situations with empathy and professionalism.
In return, we will offer:
The ability to make a difference - Working at Whitehorse City Council you contribute to making a real difference in the lives of the community and those that live, learn, work or visit Whitehorse. Every day you really will see how the work you're involved in benefits the diverse community.
Great working conditions - a professional environment, friendly and supportive teams and a flexibility program that promotes employee work life balance.
An extensive Health and Wellbeing offering - Employee assistance program, private health insurance benefits, health checks (skin, hearing and vaccinations), discounted gym membership and facilities (e.g. Theatre, Arts, Leisure) and an active health and wellness program (e.g. stretching, healthy eating demonstrations and health challenges.
Career opportunities - engaging work and the opportunity to apply your skills and experience.
Transformation - We are in a time of transformation to stay ahead of the evolving changes and needs of our community. Together, we are on an exciting journey to empower all of our employees to be innovative, and constantly strive towards continuous improvement.
Further Information:
Further information is available from Mel Thompson on 03 8873 9***. Applications close Monday, 15 April 2024.
How to Apply:
Visit our website to submit your application including one-page (or less) that outlines your "experience in developing or revising a complaint management policy or framework. How did you ensure it was aligned to the organisational values, improved customer experience, and efficiently adopted across multiple departments".
Your leadership can guide us towards a future where every interaction with our community counts. Apply today to make a real difference!
Download the Position Description:
Customer Advocate Lead
City of Whitehorse is a culturally and linguistically diverse community. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of our community. We are committed to upholding a safe, inclusive and respectful workplace that values the contribution of all.
Whitehorse City Council is committed to being a child safe organisation. We recognise our responsibilities to keep children and young people safe from harm and have established policies, procedures and training to achieve these commitments.
ABOUT US The City of Whitehorse, located 15 kilometres east of the Melbourne CBD, is a culturally diverse community of almost 177,000 people. Whitehorse includes the suburbs of Box Hill, Burwood, Nunawading, Blackburn, Mitcham, Forest Hill and Vermont and is characterised by quiet tree-lined residential streets, an abundance of parks, gardens and natural bushland reserves, bustling shopping centres and a diverse range of arts, cultural, sports and leisure facilities.
Whitehorse City Council provides more than 100 services and facilities across a range of areas within our community services, city development, infrastructure, corporate services and transformation directorates. Whitehorse is one of Melbourne's largest metropolitan councils with a workforce of approximately 1300 employees and aspires to foster an inclusive, vibrant, prosperous and sustainable community. Our employees help us achieve these goals!
At Whitehorse, employee health, wellbeing and development are paramount, and we aim for everyone to become the best they can be in the workplace. Benefits of working with us include:
- A welcoming and supportive working environment
- Great opportunities for training and to build a long-term career within Whitehorse or the local government sector.
- Extensive employee health and wellbeing programs including flexible working arrangements
- Salary sacrifice options for gym / swim memberships, childcare and superannuation; and access to novated vehicle leases.
- Competitive terms and conditions of employment
- Ample onsite parking at most facilities with ready access to public transport
- Active Social Club with a calendar of events through the year
