Customer Experience Advocate

Comcare (Australian Government); Australia; On-site; AUD 98,000 - 105,000; Full time

Benefits offered by this job

Annual salary increases

Flexible working arrangements

LeisureFit membership

Free on-site parking

Birthday Leave

Paid parental leave

Leave purchase option

15.5% superannuation co-contribution

Salary packaging and novated leasing

Professional development support

Wellbeing programs

Employee social club

Job summary

City of Melville is seeking a highly motivated Customer Experience Advocate to strengthen our customer-centred approach to complaints management and service improvement. You will coordinate feedback, manage complex complaints, and work with stakeholders to deliver fair, practical outcomes.

Reporting to the Coordinator Customer First, you will investigate concerns, respond within timeframes, and support policy development, training, and continuous improvement initiatives across the organisation.

Qualifications

• Experience in complaints management or customer advocacy.
• Ability to investigate issues and communicate with empathy.
• Familiarity with local government operations or regulatory requirements.

Responsibilities

• Coordinate and monitor customer complaints from receipt to resolution.
• Provide guidance to staff for complex complaints and audits.
• Analyse trends and identify service improvements to reduce risks.
• Liaise with external agencies and review bodies as required.
• Prepare high-quality correspondence and reports for stakeholders.

Skills

Empathy

Customer listening

Analytical thinking

Negotiation

CRM systems

Stakeholder engagement

Complaint handling

Education

Tertiary qualifications or equivalent experience

Tools

CRM systems

Job description

Position:

Organisation Unit:

Location:

Closing:

Synopsis:

Customer Experience Advocate

Do you enjoy listening to customers, understanding what matters to them and working alongside others to find practical solutions? If you bring empathy, curiosity and a commitment to fair and well-reasoned outcomes this could be the opportunity for you.

The City of Melville is seeking a highly motivated Customer Experience Advocate to play a key role in strengthening our customer-centred approach to complaints management and continuous service improvement. This is an exciting opportunity for an experienced customer service, complaints resolution or stakeholder engagement professional to make a meaningful impact across our organisation and community.

Location:

City of Melville Civic Centre

Salary:

Level 6 $97,632.36 to $104,815.06 pro-rata p.a. + 12% Super

Employment Type:

Permanent Full Time

What You'll Be Doing

Reporting to the Coordinator Customer First, you will coordinate and manage customer feedback, including complaints, compliments and suggestions. As the City's central triage point for customer complaints, you will listen carefully to understand each concern, work collaboratively with customers and stakeholders across the organisation, and explore practical solutions. You will help ensure matters are appropriately investigated, coordinated and responded to within established timeframes and in a fair, empathetic and transparent manner.

You will also:

• Coordinate and monitor customer complaints and feedback from receipt through to resolution.
• Coordinate complex complaints involving multiple service areas, helping provide customers with a clear and consistent central point of contact.
• Undertake research and prepare high-quality correspondence and reports for customers, internal stakeholders and external review bodies.
• Provide advice and support to employees managing complex complaints.
• Liaise with external agencies, including Ombudsman WA.
• Analyse complaint and feedback trends, work with relevant teams to understand the underlying causes, identify emerging customer, service and organisational risks, and help develop practical solutions that improve services and customer outcomes.
• Contribute to the development of policies, procedures and best practice complaint management frameworks.
• Coordinate appropriate mediation or referral pathways where these may support a fair and practical outcome.
• Support organisational learning and continuous improvement initiatives.

What We're Looking For

A highly empathetic and resilient professional who is naturally curious about understanding customer concerns. The successful candidate will be skilled at building rapport, investigating issues thoroughly, and navigating challenging conversations to achieve fair, practical and well-reasoned outcomes for both our customers and the organisation. They will support quality assurance activities and complaint management audits to promote consistent practice and compliance with relevant policies, procedures, standards and timeframes.

To thrive in this role, you will bring a thoughtful, customer-centred approach, along with:

• Experience in complaints management, customer advocacy, dispute resolution, stakeholder engagement or community development.
• Excellent written and verbal communication skills, with the ability to communicate clearly, respectfully and with empathy.
• Strong analytical, problem-solving and sound decision-making skills.
• The ability to manage competing priorities while remaining responsive and organised in a fast-paced environment.
• Well-developed negotiation, conflict resolution and relationship-building skills, with the ability to build trust and work constructively with people to reach practical outcomes.
• Experience using CRM, case management or similar systems.
• A genuine commitment to understanding the customer's experience and working collaboratively to deliver fair, practical and high-quality outcomes.
• The resilience to adapt to changing circumstances, learn from feedback and remain calm and constructive when navigating challenging conversations.
• The curiosity to ask thoughtful questions, investigate concerns thoroughly and understand each customer's experience and perspective.
• The empathy to listen attentively, acknowledge concerns and respond with understanding and care, particularly when customers are frustrated or upset.
• Sound knowledge of local government operations, or the demonstrated ability to apply relevant legislative, regulatory and policy requirements in a complex environment.
• Experience developing guidance or training materials, or coaching staff in complaint handling and customer experience practices, will be highly regarded.
• Relevant tertiary qualifications, or equivalent experience demonstrating the capability to perform the role at this level.

Why The City of Melville?

We are a welcoming and diverse community that enjoys a blend of retail and business precincts and an abundance of open spaces in a unique, natural landscape, along the shores of the beautiful Swan and Canning Rivers.

We are proud to be recognised as an Inclusive Employer 2024-2025 a prestigious award that benchmarks workplace inclusion across various diversity areas. This recognition is the only one of its kind in Australia and highlights our commitment to fostering a workplace where diversity is celebrated, and inclusion thrives. In everything we do, we focus on our EPIC values of Excellence, Participation, Integrity and Caring and we aim to achieve an inclusive, vibrant, and sustainable future.

Why Belong?

Elevate your work experience with the City of Melville's benefits!

• Enjoy annual salary increases of 4%, effective each year from 1 July 2025 to 1 July 2027
• Enjoy flexible working arrangements that help balance work and life
• Stay active with a free LeisureFit membership
• Save time and money with free on-site parking
• Celebrate your special day with Birthday Leave – no work on your big day!
• Access paid parental leave to support your family
• Take more time to recharge with 2 extra days of leave plus the option to purchase additional leave (up to 10 weeks off per year)
• Benefit from a generous superannuation co-contribution of up to 15.5%
• Maximise your pay with salary packaging and novated leasing options
• Grow your career with structured professional development and study assistance programs
• Look after your wellbeing with wellness initiatives and Employee Assistance Programs
• Connect outside of work with a vibrant social club

The City of Melville celebrates diversity, inclusion, and belonging. We welcome and strongly encourage applications from individuals of all backgrounds, including but not limited to Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, and people living with disabilities.

All candidates applying for a position where the use of ‘plant and machinery’ or driving a vehicle is an inherent requirement of the role and other ‘high risk’ facilities where public safety is at risk, will be required to pass a drug and alcohol test as part of a pre-employment medical.