Customer Complaints Coordinator

Who we are

In Melbourne, water is essential to our way of life.

As caretakers for Melbourne’s water cycle, and our catchments. We care for water, life, and land throughout Melbourne: 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, quietly delivering some of the world’s cleanest water for over five million residents and wildlife that call Melbourne home, just as we have for over 130 years.

About the Role

The Customer Complaints Coordinator role is responsible for coordinating complex and escalated customer complaints across Melbourne Water. The position acts as a central point of contact, working with customers, internal teams and stakeholders to ensure issues are managed fairly, professionally and within appropriate timeframes.

A key part of the role is using customer feedback and complaint insights to identify recurring issues, improve service quality and support better outcomes for customers and the business. It offers the opportunity to help customers feel heard, strengthen complaint handling practices, and contribute to continuous improvement across Melbourne Water.

• Coordinates the complaints process to assist the Manager Customer Service and strives to continuously improve the process for logging and monitoring complaints/compliments across the business. 
• Act as a customer advocate in all dealings representing Melbourne Water. 
• Identifying, escalating, and managing systemic issues and corporate risks. 
• Ensuring accurate recording of complaints, customer interactions, resolutions, and adherence to KPIs. 
• Assists in the preparation of detailed organisational reports, including complaint volume, resolution performance, and identification of systemic issues to resolve. 
• Prepare recommendations where required and the ability to manage professional written correspondence with customers.
• Supporting the Customer Service Centre team through proactively engaging with overflow interactions during busy times
• Contributing to the priorities of a team and effectively managing individual caseloads. 

For more Information, please refer to the  Position Description

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

About you:                       

This role would suit someone with strong experience in complex customer service or complaints environments, with the confidence in handling challenging conversations, balancing customer expectations with organisational policies, and developing clear, evidence-based responses and recommendations.

• Demonstrated experience in a coordinator or senior customer service role. 
• Knowledge and understanding of local government and/or urban development issues. 
• Demonstrated analytical and critical thinking skills, including the ability to assess and manage risk, work within legislative requirements, make impartial recommendations and use specialist advice when needed. 
• Excellent written communication skills include the ability to write comprehensive evidence-based recommendations and reasons for decisions.  
• Strong customer outcomes focus, confidence, and resilience in consulting with internal and external stakeholders in relation to contentious matters. 
• Capacity to work in a busy environment with demonstrated skills in time management, working with competing priorities and ability to priorities and manage a case load. 

Why join us:

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

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

We don’t just talk about flexible working - we live it. Our culture of purpose, safety, results, and learning 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 and inclusive culture that encourages you to make the most of your talents.

Our long-standing commitment to Diversity, Inclusion, and Belonging means that Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, Neurodivergent Individuals, people living with disability, mature age and young jobseekers from 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 learn if you could be a great fit. 

How to Apply

Click the 'Apply Now' button below and complete our online application form.

Closing date: Monday 16^th November 2026 @ 11:55am