Customer Escalations and Complaints Lead

At Melbourne Water we love water and love life. What we do makes a vital contribution to Melbourne’s famous lifestyle. We achieve this by supplying high quality drinking water, providing outstanding sewerage services, integrating drainage systems, building resilience to flooding and by enhancing our waterway and land for greater community use. At Melbourne Water, we are in the ‘Decade that Matters’ and we’ve got some ambitious goals to achieve. It’s a pride we share in helping to make greater Melbourne a fantastic place to live.

Reporting to the Customer Service Manager, the Customer Escalations and Complains Lead will lead a team that sits alongside our Customer Service Centre and will centrally coordinate Escalations and Complaints to ensure they are tracked, managed and resolved by relevant business groups, and outcomes are reported to customers.

This will be achieved through:

• Supporting team to manage and record escalated requests, including handling difficult conversations with multiple stakeholders.
• Ensuring accurate recording of customer interactions, including all customer touch-points and outcomes.
• Reporting on operational complaints resolution performance as well as identifying systemic customer experience issues and risks.
• Preparing recommendations where required and providing professional written correspondence to customers.
• Managing complaints and escalations documentation (i.e policies, procedures, correspondence, checklists, etc.) including implementing regular documentation reviews.
• Managing organisational adherence to our customer service policies and procedures, and working across business groups to identify systemic issues and drive continuous service improvements throughout Melbourne Water.

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

• Extensive experience in leading teams in dynamic and complex customer environments, including managing dissatisfied customers and customer complaints.
• Well-developed customer service skills, including the ability to manage escalated customer issues and be a central coordination point for resolving escalated requests and Complaints.
• Demonstrated analytical and problem-solving skills, including the ability to develop reports for various audiences from frontline teams to board/executive leadership.
• 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 in relation to contentious matters.

For more information, please see the attached Position Description.

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.

How to apply

Click on the "apply" button and complete the online application form.

Closing date: 2 May 2024 at 11:55pm AEST