Customer Complaints Coordinator
Core
Central point of contact for coordinating complex and escalated customer complaints across Melbourne Water, acting as a customer advocate and managing systemic issues.
Role type
Senior Customer Complaints Coordinator
Builds
Improved service quality and complaint handling practices
Domain
Public utilities / Water management
Deliverable
dashboards & analysis
Required skills
Complex complaint management, Risk assessment, Analytical thinking, Written communication, Stakeholder consultation, Time management
Responsibilities
Coordinate complaints process and monitor KPIs, Identify and escalate systemic issues, Prepare detailed organizational reports on complaint volume and performance, Manage professional written correspondence with customers, Support Customer Service Centre during overflow periods