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Voice Of Customer Support Specialist

City of Melbourne - Melbourne, VIC

Government, Defence & Emergency
Source: uWorkin

Source: uWorkin


Are you an advocate for excellence in customer experience? Promote quality customer experience across City of Melbourne through the use of data and insights
$77,352 plus 9.5% Superannuation (pro rata)
Permanent Part Time (22.8 hours per week)
We are the City of Melbourne, a place to be bold and inspirational.
We are rapidly transforming to meet the evolving challenges faced by a global city. With a vision of being a leading organisation for a leading capital city, our mission is to create positive impact for our community. Each day, we work with passion and purpose so that together we achieve incredible things.
Together we Make the Difference
How this position will Make the Difference to City of Melbourne…
As the Voice of Customer Support Specialist, you are responsible for the operational management of the organisational Voice of Customer (VoC) survey program, associated reporting and remedial actions arising from customer feedback.
You will:

Ensure that survey processes and systems run efficiently to provide feedback that accurately represent the diverse range of services and customers interacting with our organisation.
Collate and route feedback to Service Managers.
Analyse in real time customer feedback from our Voice of the Customer surveys and identify resolutions for the customer.
Partner closely with the Customer Service and Service Managers to find resolutions for outstanding customer issues.
Highlight business, process or behaviour problems that contribute to detractors and present a comprehensive picture of the customer experience back to key stakeholders.
Turn Detractors into Advocates by uncovering and communicating opportunities to improve the customer experience with our products and services.
Support our Customer Key Performance Indicators.
Ensure timely provision of recurring VoC insight reporting.
Communicate in a clear and concise manner and use examples and findings to inform stakeholders of recommendations.
Provide case management for complaints or complex cases where required.

You can bring… (Selection criteria)

Ability to demonstrate and display City of Melbourne Values – accountability, integrity, courage, respect for self and others, and striving for excellence.
Post-secondary qualifications in business administration or the equivalent and/or relevant experience in similar roles.
Demonstrated commitment to excellence in customer service and direct experience in case management.
Sound analytics and problem solving skills.
Excellent communication skills including written, interpersonal skills and ability to liaise with individuals and agencies.
Advanced computer literacy and knowledge of general office systems including spreadsheet and database management.
Excellent attention to detail and the ability to perform repetitive tasks with a high degree of accuracy.
A high level of initiative and independence and the ability to establish own priorities and work with limited direction.
Preferably 2+ years of experience in supporting qualitative research programs, survey management, data reporting and voice of customer or similar experience.

By joining us, you will become part of a remarkable team who work in a constructive and inclusive culture to shape the future of this city. Together, we champion difference, celebrate achievement and recognise positive impact.
To view the physical requirements of this position, please see visit [email protected], refer to job reference number 17821.
How to apply…
As part of the online application form you are required to:

attach your resume
attach a separate cover letter, responding to bullet points three to nine in the selection criteria (no more than two pages), as listed above under ‘You can bring…’

Please address your covering letter to Marc Genreau, Customer Focus Strategy Program Manager.
Applications will be accepted up until 11:45pm Sunday 9 May 2021.
The position description for this role will not be provided at this stage of application.
For those interested in working with us, the City of Melbourne offers a great range of benefits. If you have any questions, or for more information, please contact [email protected]
City of Melbourne conducts a safety screening process for all employees including a Police and Working with Children Check. For information about the broader collection and use of personal information by the City of Melbourne, please refer to our Privacy Policy
City of Melbourne is proud to be a workplace that champions diversity. Our commitment is for our people to be safe, included and supported so that they can be at their best. As an equal opportunity employer, we encourage applications from people regardless of their gender identity and expression, ethnicity, cultural background, sexual orientation, disability and age. We look for the right values, skills and knowledge to build our capabilities so that we can best deliver for our community.

Melbourne, VIC

Government, Defence & Emergency


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