Customer Advocacy & Complaints Officer

The Customer Advocacy and Complaints Officer sits within the Customer Experience branch and offers an exciting opportunity to support fair, timely and effective resolution of customer complaints across the City of Melbourne. This role plays a key part in advocating for customers while supporting the organisation to continuously improve services and complaint handling practices.

Working closely with the Complaints Coordinator, you’ll help ensure complaints are managed in line with the City of Melbourne’s four-tier Complaint Resolution Framework, contributing to positive outcomes for both customers and the organisation. You’ll join a purpose-driven team focused on putting customers at the centre of everything we do, partnering across the organisation to uplift customer experience, trust and advocacy.

A little more about the role:

• Support the Customer Experience branch to be a centre of excellence in customer advocacy, ensuring complaint handling across the organisation is consistent, timely and fair.
• Help teams listen and understand before responding to complaints, leading to better decisions and outcomes.
• Assess and manage complaints by scoping issues, gathering information, identifying risks and coordinating with internal stakeholders.
• Provide practical tools for the organisation, such as templates, scripts and tailored advice to uplift confidence in complaints handling.
• Analyse complaint data to identify patterns and deliver insights that continuously improve service quality.

About You

You are a calm and confident customer advocate who can navigate sensitive situations with empathy, professionalism and sound judgement. You enjoy working collaboratively and are comfortable engaging with a wide range of stakeholders to resolve issues and drive improvement.

What Your Experience Might Look Like:

• Demonstrated experience in customer service, ideally including complaints handling or case management.
• Strong written and verbal communication skills, with the ability to engage confidently with customers and internal stakeholders.
• Proven ability to research, analyse information and provide clear advice or recommendations.
• Well-developed interpersonal skills, with a professional, discreet and customer-focused approach.
• Confidence using office systems and customer relationship management tools, ideally including CRM platforms.

Benefits Of Working With Us:

• Attractive remuneration & benefits: Excellent pay package with a range of exciting benefits.
• Flexible working, study assistance & other great corporate discounts.
• Excellent leave entitlements: Enjoy up to 20 weeks of fully paid parental leave for primary carers, in addition to the government-funded parental leave, with no waiting period to access.
• Career progression: Career development support and opportunities to learn new skills within a creative and exciting environment.
• Work-life balance and hybrid working: We support flexible hours, alternative work arrangements, and hybrid work-from-home options.

How To Apply

We’d love to hear how you can make an impact in this role! As part of your application, you will be required to:

• Attach your updated resume.
• Include a cover letter (max one page) outlining your relevant experience and why you’re a great fit for this role.

Submit your application no later than 11:45pm on Monday, 2 February 2026. Applications must be submitted online. Unfortunately, we can’t accept applications via email.

Inclusion matters: We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people from all cultural and linguistic backgrounds, people with disabilities, LGBTIQA+ individuals, and people of all ages and faith backgrounds. We provide reasonable adjustments throughout the recruitment process to support all applicants. If you require any adjustments, please let us know via the application prompts or inform our Careers team if you’re contacted for an interview.