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

This role is focused on improving the customer experience by coordinating and managing escalated customer requests, complaints and feedback across Melbourne Water. As the Senior Customer Complaints Coordinator, you’ll act as a central point of coordination, working closely with customers, internal teams and senior stakeholders to ensure complaints are properly recorded, tracked, resolved and responded to in a timely and professional way.

You’ll play a key role in supporting a customer-centric culture, helping teams manage complex or sensitive customer issues, identifying trends and systemic issues, and using insights to drive continuous improvement. The role also involves preparing reports for operational, executive and Board-level audiences, maintaining complaints documentation, and supporting capability across the business in effective complaint handling.

• 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, and champion a culture that welcomes investigating and resolving complaints, and complaint escalations.
• Work with customers and key business groups to manage issues and develop options to achieve resolution.
• Support and strengthen complaints handling capability across the business.
• Prepare recommendations where required and provide professional written correspondence to customers.
• Manage complaints documentation (i.e. policies, procedures, correspondence, checklists etc) including implementing regular documentation reviews.

For more Information, please refer to the Position Description

Drive an impact and help improve customer experience by coordinating complex complaints, supporting fair and timely resolutions, and using customer insights to drive service improvements across Melbourne Water.

About you:                          

This role would suit someone with strong experience in complex customer service or complaints environments, confidence managing challenging conversations, and the ability to work collaboratively with multiple stakeholders to achieve fair and practical outcomes.

• Extensive experience in a highly regulated and complex customer environments, including managing dissatisfied customers and customer complaints.
• Knowledge and understanding of local government and/or urban development issues.
• Well-developed customer service skills, including the ability to manage escalated customer issues and be a central coordination point for resolving escalated requests and complaints.
• Demonstrated analytical and problem-solving skills, including the ability to develop reports for various audiences from frontline teams to board/executive leadership.
• Excellent written communication skills including the ability to write comprehensive evidence-based recommendations and reasons for decisions.
• Capacity to work in a busy environment with demonstrated skills in time management, working with competing priorities and ability to prioritise 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 29^th June 2026 @ 11:55am