Professional Support

Complaints Officer

Job details

Location: Melbourne CBD
Job Type: Temporary
Reference: 110213
Posted: about 1 month ago

Job description

  • Work with a leading Melbourne organisation, contribute to the ongoing development of a professional complaint resolution service
  • You will be responsible for processing and investigating all customer feedback cases in a timely manner, providing exceptional customer experience
  • Initial 3 month contract | CBD location

You will be working for a leading transport provider in Melbourne CBD. You will be responsible for managing a complaints caseload and investigating complaints in a timely manner providing exception customer service.  

Responsibilities will include:  

  • Manage complaints caseload and prioritise according to level of urgency, responding by letter, phone, or email in a timely manner.
  • Investigate all issues thoroughly and liaise with various business units to ensure a satisfactory outcome
  • Respond on Ministerial, government and Public Ombudsman queries as required.
  • Ensure you are restoring passenger confidence and appropriate follow up actions have taken place.
  • Meet and exceed weekly individual and team targets for cases closed telephone resolutions and internal/external escalations.

You will have the following: 

  • Previous experience in complaints environment  
  • Highly developed written and verbal communication skills
  • Intermediate knowledge of the MS office suite including Word, Excel and Outlook 
  • Ability to think ahead, proactively make decisions and problem solve
  • Proven experience working in a busy environment 
  • Be hard-working, punctual, and organized 
  • Work effectively and autonomously to specific deadlines while maintaining a high level of accuracy  
  • An aptitude to grow and learn 


This company offer a collaborative working culture with a diverse workforce, a commitment to equity and a flexible environment. Safety and zero harm are at the heart of their values.

Please note you will need to obtain a police check for this role before commencing this role.  

If this sounds interesting please apply online with your CV, including a cover letter.

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.