Customer Experience Resolution Officer
Core
Lead end-to-end management of complex, sensitive, and high-risk customer complaints and escalations for a local council, ensuring fair and timely resolutions while driving service improvements.
Role type
Senior Customer Experience Resolution Officer
Builds
Improved customer resolution frameworks, policies, and service standards for Moonee Valley City Council
Domain
Public sector / Local government / Customer service
Deliverable
Dashboards & analysis
Required skills
Complex complaint management, Natural justice and procedural fairness, Analytical problem-solving, High-stakes stakeholder engagement, Strategic reporting, Service improvement leadership
Preferred skills
Experience in large/complex service environments, Conflict resolution expertise
Technologies
N/A
Responsibilities
Lead end-to-end management of complex, sensitive, and high-risk customer complaints and escalations; Coordinate and oversee the Councillor Liaison process; Act as the point of escalation for unresolved customer matters involving operational, reputational, or governance risk; Ensure complaint management practices comply with legislative, policy, and organisational requirements; Analyse complaint data, customer feedback, and resolution outcomes to identify trends, risks, and opportunities for improvement; Prepare high-quality correspondence, reports, briefings, and recommendations for senior leaders and executives.
Seniority
Senior, hands-on IC
