12-month full time Customer Resolutions/ Complaints Officer opportunity to work for a large rail network in Australia | $***** per hour + super
Previous phone experience essential | Experience with handling complains and difficult phone calls considered an advantage.
Represent a large rail network providing excellent service to members of the community
CBD location| accessible by public transport | 12 month temp opportunity | $***** per hour + super
12-month full time Customer Resolutions/ Complaints Officer opportunity to work for a large rail network in Australia | $***** per hour + super
Previous phone experience essential | Experience with handling complains and difficult phone calls considered an advantage.
Represent a large rail network providing excellent service to members of the community
CBD location| accessible by public transport | 12 month temp opportunity | $***** per hour + super
About the Role:
We are seeking an experienced and customer-focusedCustomer Resolutions /Complaints Officerto join our dynamic team.
This pivotal role will contribute to the ongoing development of an efficient, effective, and professional complaint resolution service, addressing customer complaints, claims, suggestions, and feedback.
The successful candidate will be responsible for processing, investigating, and resolving all passenger-related matters with a commitment to high-quality customer service and timely responses.
Key Responsibilities:
Receive and investigate passenger feedback, including complaints, claims, and suggestions, ensuring timely, high-quality responses via letter, email, or telephone.




Respond to Ministerial, government, and Public Transport Industry Ombudsman queries as required.
Take ownership of assigned passenger feedback cases and follow up within agreed timeframes, prioritising cases according to urgency.
Provide exceptional customer service, ensuring the company's commitment to resolving issues, restoring passenger confidence, and following up on actions.
Meet and exceed individual and team targets for case closure, telephone resolutions, and escalations.
Contribute to process improvements to enhance customer feedback handling and assist with ad hoc reporting.
Perform any other duties as assigned by the manager.
Organisational Responsibilities:
Support the company's strategic objectives and contribute to a culture focused on safety, passenger-first service, and continuous improvement.
Uphold the company values, contributing to a collaborative and respectful workplace.
Actively participate in culture, prioritising safety, well-being, and environmental practices.
Build and maintain positive relationships with clients, stakeholders, and colleagues to meet business objectives.
Support compliance with legislative requirements, policies, and procedures.




Essential Criteria:
Experience in a similar customer relations or complaint resolution role.
Strong written and verbal communication skills.
Proven ability to work in high-pressure, time-constrained environments.
Excellent problem-solving and lateral thinking skills.
Deep understanding of customer feedback procedures and complaint handling.
Ability to handle confidential and sensitive issues with professionalism and discretion.
Experience dealing with irate customers and effectively managing conflict.
Highly developed negotiation, analytical, and communication skills.
Ability to work autonomously and as part of a team.
Target-driven with exceptional telephone and interpersonal skills.
Benefits:
Competitive salary and advantages package.
Opportunity to contribute to a forward-thinking and energetic organisation.
Supportive work environment with opportunities for skilled growth and development.
Be part of a team that truly values the importance of customer satisfaction and service excellence.
Please note you will need to obtain a police check before commencing this role.
At Charterhouse, we embrace, and value, diversity of culture, working arrangements, sexual orientation, and gender identity.
On behalf of our client, we promote a workplace that actively seeks to include and welcome unique contributions of all people; to embrace and celebrate the value of Aboriginal and Torres Strait Islander staff, their skills and contributions to the workplace.
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📌 Customer Resolutions Officer (Melbourne)
🏢 Charterhouse
📍 Melbourne