Customer Complaints Coordinator

Melbourne Water; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

Melbourne Water is seeking a Customer Complaints Coordinator to coordinate complex and escalated customer complaints across Melbourne Water. The role functions as a central point of contact, collaborating with customers, internal teams and stakeholders to ensure issues are managed fairly and professionally within the required timeframes.

A core part of the role is to use feedback to identify recurring issues, improve service quality, and support better outcomes for customers and the business.

Qualifications

• Experience in complex customer service or complaints environments.
• Ability to handle challenging conversations and balance expectations with organisational policies.
• Develop clear, evidence-based responses and recommendations.
• Demonstrated coordination or senior customer service experience.
• Knowledge of local government or urban development issues.
• Analytical and critical thinking skills, including risk assessment and legislative awareness.
• Excellent written communication for evidence-based decisions.
• Strong customer outcomes focus, resilience in stakeholder engagement.
• Capacity to work in a busy environment with competing priorities.

Responsibilities

• Coordinate the complaints process to assist the Manager Customer Service.
• Act as a customer advocate representing Melbourne Water.
• Identify, escalate, and manage systemic issues and risks.
• Ensure accurate recording of complaints, customer interactions, resolutions, and KPIs.
• Prepare detailed organisational reports on complaint volume, resolution performance, and systemic issues.
• Prepare recommendations and manage professional written correspondence with customers.
• Support the Customer Service Centre during busy times and overflow interactions.
• Contribute to team priorities and effectively manage a caseload.

Skills

Coordinator experience

Senior customer service

Local gov/urban dev

Analytical thinking

Written communication

Customer outcomes focus

Time management

Job description

In Melbourne, water is essentialto our way of life.

As caretakers for Melbourne’swater cycle, and our catchments. We care for water, life, and land throughoutMelbourne: both its people and its biodiversity.

Each time you drink from the tap,flush a toilet, or kayak down the Yarra we’re there. Primed and ready, quietlydelivering some of the world’s cleanest water for over five million residentsand wildlife that call Melbourne home, just as we have for over 130 years.

Who we are

In Melbourne, water is essentialto our way of life.

As caretakers for Melbourne’swater cycle, and our catchments. We care for water, life, and land throughoutMelbourne: both its people and its biodiversity.

Each time you drink from the tap,flush a toilet, or kayak down the Yarra we’re there. Primed and ready, quietlydelivering some of the world’s cleanest water for over five million residentsand wildlife that call Melbourne home, just as we have for over 130 years.

About the Role

The Customer ComplaintsCoordinator role is responsible for coordinating complex and escalated customercomplaints across Melbourne Water. The position acts as a central point ofcontact, working with customers, internal teams and stakeholders to ensure issuesare managed fairly, professionally and within appropriate timeframes.

A key part of the role is usingcustomer feedback and complaint insights to identify recurring issues, improveservice quality and support better outcomes for customers and the business. Itoffers the opportunity to help customers feel heard, strengthen complainthandling practices, and contribute to continuous improvement across MelbourneWater.

• Coordinates the complaints processto assist the Manager Customer Service and strives tocontinuously improve the process for logging and monitoringcomplaints/compliments across the business.
• Act as a customer advocate in alldealings representing Melbourne Water.
• Identifying, escalating, andmanaging systemic issues and corporate risks.
• Ensuring accurate recording ofcomplaints, customer interactions, resolutions, and adherence toKPIs.
• Assists in the preparation ofdetailed organisational reports, including complaintvolume, resolution performance, and identification of systemicissues to resolve.
• Prepare recommendations where required and theability to manage professional written correspondence with customers.
• Supportingthe Customer Service Centre team through proactively engaging with overflowinteractions during busy times
• Contributing to the priorities of a team andeffectively managing individual caseloads.

For more Information, please refer to the PositionDescription

Help customers feelheard, supporting fair and timely resolutions, and contributing to continuous improvement in service delivery across Melbourne Water.

About you

Thisrole would suit someone with strong experience in complex customer service orcomplaints environments, with the confidence in handling challengingconversations, balancing customer expectations with organisational policies,and developing clear, evidence-based responses and recommendations.

• Demonstrated experience ina coordinator or senior customer service role.
• Knowledge andunderstanding of local government and/or urban development issues.
• Demonstrated analyticaland critical thinking skills, including the ability to assess and manage risk,work within legislative requirements, make impartial recommendations and usespecialist advice when needed.
• Excellent writtencommunication skills include the ability to write comprehensive evidence-basedrecommendations and reasons for decisions.
• Strong customer outcomesfocus, confidence, and resilience in consulting with internal and externalstakeholders in relation to contentious matters.
• Capacity to work in a busyenvironment with demonstrated skills in time management, working with competingpriorities and ability to priorities and manage a case load.

Why join us

At Melbourne Water, wecare deeply about water and the life it sustains.

Our team is inspired bypassion and purpose, with an unwavering commitment to safety. We are on amission to protect every Melburnian’s way of life, one drop at a time.

We don’t just talk aboutflexible working - we live it. Our culture of purpose, safety, results, andlearning flows through everything we do. We're dedicated to doing what's right,and this commitment extends to the meaningful work we do in a supportive andinclusive culture that encourages you to make the most of your talents.

Our long-standingcommitment to Diversity, Inclusion, and Belonging means that Aboriginal andTorres Strait Islander peoples, LGBTIQ+ individuals, NeurodivergentIndividuals, people living with disability, mature age and young jobseekersfrom all cultures can apply with confidence knowing they are safe, affirmed,and celebrated.

If you’re curious,action-orientated, outcomes-focused, and enthusiastic about public resources,community, and the environment, we'd love to receive your application and learnif you could be a great fit.

Closing date: Monday 16thNovember 2026 @ 11:55am