Job Description

Customer Experience Resolution Officer

Reference number: 12313

Closing date: 11:00pm - Thursday, 8th October 2026

• Permanent full-time position
• Band 6 role - salary commencing at $100,577.59 per annum + 12% superannuation (commensurate with experience)
• Monthly RDO available
• Hybrid working arrangements available

The Opportunity

Moonee Valley City Council is seeking an experienced and customer-focused Customer Experience Resolution Officer to lead the organisation's approach to complex customer complaints, escalations, and service resolutions. In this pivotal role, you will ensure customer concerns are managed fairly, consistently, and in a timely manner while identifying opportunities to improve services, reduce repeat issues, and enhance the overall customer experience.

Working across the organisation, you will partner with leaders, managers, and operational teams to investigate complex matters, provide specialist advice on complaint resolution, and deliver valuable insights that support continuous improvement and informed decision-making.

Key Responsibilities

• Lead the 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.
• Prepare high-quality correspondence, reports, briefings, and recommendations for senior leaders and executives.
• Analyse complaint data, customer feedback, and resolution outcomes to identify trends, risks, and opportunities for improvement.
• Work collaboratively with business units to implement service improvements and reduce recurring customer issues.
• Contribute to the development and continuous improvement of customer resolution frameworks, policies, and service standards.
• Provide specialist advice and guidance on complaint handling, customer communication, procedural fairness, and conflict resolution.
• Deliver insightful reporting to support organisational learning, governance, and customer experience outcomes.

Skills & Experience

• Demonstrated experience managing complex customer complaints, escalations, and sensitive customer matters within a large or complex service environment.
• Sound understanding of complaint management principles, natural justice, governance requirements, and procedural fairness.
• Tertiary qualifications in public administration, business, customer experience, or a related discipline, or equivalent demonstrated experience.
• Strong analytical and problem-solving skills, with experience identifying trends, risks, and opportunities through customer data and insights.
• Exceptional written communication skills, including experience preparing sensitive correspondence, reports, briefings, and recommendations.
• Highly developed stakeholder engagement and relationship management skills, with the ability to influence and collaborate across all levels of an organisation.
• Proven ability to lead service improvement initiatives and support organisational capability in customer resolution and complaint handling.
• Demonstrated resilience, sound judgement, and discretion when managing challenging, contentious, or high-profile matters.
• Experience preparing meaningful reporting and insights for senior leadership to support strategic decision-making and continuous improvement.

Next Steps

Applications must be submitted through our online system and should be in line with the Moonee Valley City Council Application Guide, including the submission of a response to the Key Selection Criteria. Applications that do not meet these requirements may not be considered.

For further information about the role, please contact Paula Hutchinson, Manager Customer Experience and Insights, on 03 9243 1473. If you'd like to view the Position Description, learn more about what we do, or find out why Moonee Valley City Council is a great place to work, visit our Careers website at https:https://mvcc.vic.gov.au/work/my-career/work-with-us/