Customer Complaints & Experience 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

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.