Better begins here Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating fun, memorable, world-class experiences for our guests and our people. We value passion, optimism, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop. The Role We have an exciting opportunity for a Complaints Management Specialist to join Crown Melbourne, supporting the business in adhering to, maintaining and continually improving its complaints management frameworks. This role provides governance and oversight across complaints processes, ensuring complaints are managed effectively, transparently and in line with regulatory, legislative and internal standards. Working closely with operational leaders, Risk, Compliance and Guest Experience teams, you will triage and oversee complaints, deliver quality assurance, produce insight‑driven reporting and drive continuous uplift of processes and systems. This role plays a critical part in strengthening guest trust, supporting risk mitigation and embedding a learning culture across the business. Key responsibilities include: Triaging complaints to appropriate leaders, identifying material and high‑risk complaints and managing escalation governance Oversight and quality assurance of complaints handling across the end‑to‑end complaint lifecycle Analysing complaints data to identify trends, systemic issues and opportunities for improvement Producing weekly, monthly and quarterly complaints reporting with clear insights and recommendations Driving continuous improvement of complaints processes, frameworks and systems, including Qualtrics About You This role suits an experienced complaints or customer resolution professional who brings strong judgement, attention to detail and the confidence to manage complex and sensitive matters. You are analytical, organised and passionate about using guest feedback to drive meaningful business improvement. You thrive in collaborative environments, communicate effectively with a wide range of stakeholders and are motivated by improving governance, consistency and service outcomes within a regulated setting. You will bring: experience in complaints management, customer relations or dispute resolution Demonstrated experience handling complex, sensitive or escalated complaints Strong analytical, reporting and documentation skills with high attention to detail Excellent written and verbal communication skills and stakeholder engagement capabilities Experience with Qualtrics or similar complaints management platforms (preferred) On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers. Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ and Aboriginal and Torres Strait Islander; people like you.
