This is a Customer Advocacy & Complaints Officer role with City of Melbourne based in Melbourne, VIC, AU City of Melbourne Role Seniority - mid level More about the Customer Advocacy & Complaints Officer role at City of Melbourne Synopsis Permanent Full Time Opportunity $85,415 - $96,138 12% Super Employee Discount Programme About The Role The Customer Advocacy and Complaints Officer sits within the Customer Experience branch and offers an exciting opportunity to support fair, timely and effective resolution of customer complaints across the City of Melbourne. This role plays a key part in advocating for customers while supporting the organisation to continuously improve services and complaint handling practices. Working closely with the Complaints Coordinator, you’ll help ensure complaints are managed in line with the City of Melbourne’s four-tier Complaint Resolution Framework, contributing to positive outcomes for both customers and the organisation. You’ll join a purpose-driven team focused on putting customers at the centre of everything we do, partnering across the organisation to uplift customer experience, trust and advocacy. A Little More About The Role Support the Customer Experience branch to be a centre of excellence in customer advocacy, ensuring complaint handling across the organisation is consistent, timely and fair. Help teams listen and understand before responding to complaints, leading to better decisions and outcomes. Assess and manage complaints by scoping issues, gathering information, identifying risks and coordinating with internal stakeholders. Provide practical tools for the organisation, such as templates, scripts and tailored advice to uplift confidence in complaints handling. Analyse complaint data to identify patterns and deliver insights that continuously improve service quality Why join Team Melbourne? Located on the traditional lands of the Bunurong Boon Wurrung and Wurundjeri Woi-wurrung peoples of the Kulin Nation, Melbourne is globally recognised as one of the most liveable, diverse, and dynamic cities. At the heart of it all is the City of Melbourne – a passionate, purpose-driven organisation where your work truly matters. As part of Team Melbourne, you’ll help deliver what’s most important to the people who live, work, study, visit and invest in our great city. We’re proud champions of diversity, committed to continuous improvement, and driven by a shared vision for a vibrant and sustainable future. This is more than just a role – it’s your chance to make a real impact, contribute to something bigger, and shape Melbourne’s future alongside a collaborative and forward-thinking team. About You You are a calm and confident customer advocate who can navigate sensitive situations with empathy, professionalism and sound judgement. You enjoy working collaboratively and are comfortable engaging with a wide range of stakeholders to resolve issues and drive improvement. What Your Experience Might Look Like Demonstrated experience in customer service, ideally including complaints handling or case management Strong written and verbal communication skills, with the ability to engage confidently with customers and internal stakeholders Proven ability to research, analyse information and provide clear advice or recommendations Well-developed interpersonal skills, with a professional, discreet and customer-focused approach Confidence using office systems and customer relationship management tools, ideally including CRM platforms Benefits Of Working With Us Attractive remuneration & benefits: Excellent pay package with a range of exciting benefits. Flexible working, study assistance & other great corporate discounts. Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access. Part-time equivalents are also available for added flexibility. Career progression: Career development support and opportunities to learn new skills within a creative and exciting environment. Work-life balance and hybrid working: We support flexible hours, alternative work arrangements (like ADOs), and hybrid work-from-home options. How To Apply We'd love to hear how you can make an impact in this role! As part of your application, you will be required to: Attach your updated resume Include a cover letter (max one page) outlining your relevant experience and why you're a great fit for this role. Submit your application no later than 11:45pm on Monday, 2 February 2026. A few important things to note – don’t miss out! Applications must be submitted online. Unfortunately, we can’t accept applications via email, so please be sure to apply through the official job link provided. Apply early! This role may close sooner than the listed closing date if we find the right candidate — so don’t wait to get your application in. We are a child safe organisation. The City of Melbourne has a zero tolerance for child abuse. All employees undergo thorough safety screening, including a Police Check and, for most roles, a Working with Children Check. Need more info? Refer to the position description below or contact Jade Lo – Complaints Coordinator, Jade.Lo@melbourne.vic.gov.au. Inclusion matters We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA individuals, and people of all ages and faith backgrounds. We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you’re contacted for an interview. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the City of Melbourne team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Supporting customer advocacy Managing complaints Analyzing complaint data Key Strengths Customer service experience ️ Communication skills Analytical skills CRM proficiency Interpersonal skills Problem-solving A Final Note: This is a role with City of Melbourne not with Hatch.
