Customer Complaints Coordinator

About the role

Melbourne Water is looking for a Customer Complaints Coordinator in Docklands, Melbourne. The role coordinates complex and escalated customer complaints and acts as a central point of contact with customers, internal teams and stakeholders, ensuring issues are handled fairly, professionally and within timeframes. It also uses complaint insights to identify recurring issues and improve service quality.

Key responsibilities

• Coordinate the complaints process to assist the Manager Customer Service and continuously improve logging and monitoring of complaints and compliments.
• Act as a customer advocate in all dealings representing Melbourne Water.
• Identify, escalate and manage systemic issues and corporate risks.
• Ensure accurate recording of complaints, interactions, resolutions and adherence to KPIs.
• Help prepare organisational reports on complaint volume, resolution performance and systemic issues, and make recommendations where required.
• Manage professional written correspondence with customers.
• Support the Customer Service Centre team during busy times and manage individual caseloads.

Required profile

• Strong experience in complex customer service or complaints environments, with confidence in challenging conversations.
• Demonstrated experience in a coordinator or senior customer service role.
• Knowledge of local government and/or urban development issues.
• Ability to work in a busy environment, prioritise competing demands and manage a case load.

Required skills

• Analytical and critical thinking, including risk assessment, legislative compliance and impartial recommendations.
• Excellent written communication, including evidence-based recommendations and reasons for decisions.
• Resilience in consulting with internal and external stakeholders on contentious matters.

The closing date is 16 November 2026; applications are made through the online application form.