Footscray location, with flexible, hybrid work arrangement
Shape how we listen, respond and improve
Contract until March ****
About State Trustees
At State Trustees, we support Victorians from all walks of life with their financial and legal affairs, particularly during life's most important and challenging moments.
As a Victorian Government-backed organisation, we provide trusted services that help people plan, protect, and manage their affairs with confidence, ensuring peace of mind when it matters most.
About the Role
As our Client Feedback & Continuous Improvement Coordinator, you'll be at the centre of client insight.
You'll manage complex feedback and complaints, work closely with teams across the organisation, and turn what you're hearing into real, practical improvements that enhance client outcomes.
If you enjoy solving problems, influencing others and making things better, this role will suit you.
What You'll be Doing
Manage client feedback and complaints from start to finish
Investigate issues and work with teams to find fair, timely resolutions
Communicate clearly and empathetically with clients
Spot trends and identify opportunities to improve processes
Partner with stakeholders to implement practical improvements
Use data and insights to influence better ways of working
Skills & Experience




Experience handling complex complaints or escalations
Strong communication skills and a calm, empathetic approach
Confidence working with a range of stakeholders
Ability to identify problems and suggest practical improvements
Strong attention to detail and organisation skills
Experience in a regulated or complex workplace (highly regarded)
Employee Benefits
We're proud to offer a range of benefits that support our team's wellbeing and growth:
Flexible working conditions
Career development opportunities
Health and wellbeing programs
Education assistance
Purchased leave
Employee assistance program
Reward and recognition program
Free Will preparation
Retail and lifestyle discounts
Charitable workplace giving
Social club events
Our Culture
For our clients, our people and the Victorian community, we demonstrate Care, Unity, Passion - we are here, we work together, and we bring our best.
We recognise the power of diversity and creating an environment where all our people feel they belong and reflect the communities in which we live, work and serve.
We care about recruiting the best people, regardless of gender identity, age, ability, sexual orientation or cultural background.
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📌 Client Feedback & Continuous Improvement Coordinator (Melbourne)
🏢 State Trustees
📍 Melbourne