Customer Experience Advocate | Flexible Hours & Public Service Impact

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

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.