Your new company

Join a progressive and customer-focused organisation committed to delivering exceptional service experiences. This is an opportunity to play a key role in managing customer complaints, driving service improvements, and supporting positive customer outcomes within a collaborative and high-performing team.

Your new role

We are seeking an experienced Part-Time Complaints Officer to manage complex customer complaints and escalations, ensuring fair, timely and customer-focused resolutions. This versatile opportunity offers 3 days per week, with flexibility around the days worked, making it ideal for candidates seeking work-life balance while contributing to a high-performing customer experience team.

Key responsibilities include

- Managing and investigating complex customer complaints and enquiries.
- Acting as a central point of contact for escalated customer matters.
- Collaborating with internal stakeholders to achieve positive customer outcomes.
- Conducting investigations and internal reviews.
- Monitoring complaint timeframes and ensuring service standards are met.
- Analysing complaint trends and identifying opportunities for continuous improvement.
- Preparing reports and contributing to customer service improvement initiatives.
- Supporting the maintenance and effective use of CRM systems (Salesforce)



and complaint management processes.

What you’ll need to succeed

To be successful, you will bring:

- Previous experience in complaints handling, investigations, customer advocacy, or complex case management.
- Strong stakeholder engagement and relationship management skills.
- Demonstrated ability to manage sensitive matters and difficult conversations professionally.
- Excellent written and verbal communication skills.
- Experience analysing information and producing detailed reports and recommendations.
- Robust organisational skills with the ability to manage competing priorities.
- Proficiency with Microsoft Office and CRM systems, ideally Salesforce.
- A proactive approach with strong attention to detail and problem-solving abilities.
- A current Employee Working with Children Check (WWCC) or the ability to obtain one prior to commencement.

What you get in return

- Opportunity to make a meaningful impact on customer outcomes and service delivery.
- Diverse and challenging workload within a collaborative team environment.
- Supportive leadership and ongoing professional development opportunities.
- Exposure to complex stakeholder management and investigation work.
- Flexible and inclusive workplace culture.

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📌 Complaints Officer (Melbourne)
🏢 Rashi Joshi
📍 Melbourne