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Focuses on effective support and resolution of customer complaints through the Council’s Complaints and Feedback Policy, ensuring residents and stakeholders receive prompt, professional responses. Drives complaint handling for tier three and four cases, collaborates across departments, monitors unresolved matters, champions data analysis and reporting to improve services, and maintains corporate compliance, risk management, and budget and supervision responsibilities.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":41,"@type":70,"position":76},"https://docshare.wps.com/template/letters/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/customer-advocate-lead-job-description/262038/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/customer-advocate-lead-job-description/262038.png","ImageObject",442,249,{"name":88,"@type":89},"Elsa","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-11-02","2026-09-14",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",20,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What is the main goal of the Customer Advocate Lead role?","Question",{"text":109,"@type":110},"To provide effective support and resolution of council customer complaints, championing the Complaints and Feedback Policy so feedback is easy to submit, issues are resolved promptly, and learning improves services.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"What complaint-handling responsibilities does this role include?",{"text":114,"@type":110},"It collaborates with departments for timely responses, investigates and resolves tier three and four complaints in line with council policies, manages complex cases, and keeps customers updated on progress.",{"name":116,"@type":107,"acceptedAnswer":117},"How does the role use data and reporting?",{"text":118,"@type":110},"It analyses complaint data to identify recurring issues and process improvements, prepares regular reports on complaint trends and recommendations, and uses data-driven insights to reduce the number of complaints.","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},262038,1790048498,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":40,"category_name":41,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":136,"language":137,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":138,"faqs":139,"seo_title":140,"seo_description":61,"update_tm":141,"read_time":73},137455077381,"https://ap-avatar.wpscdn.com/davatar_994ba38a5ba835b3df7d355c54d3ed8d","| Job title: Customer Advocate Lead |  |\n| --- | --- |\n| Classification: Band 7 | Effective Date: April 2024 |\n| Reports to: Manager Customer Service | Tenure: Permanent |\n\nAbout Us:  \nAt Whitehorse City Council, community is at the heart of everything we do.  \nWe aspire to be a healthy, vibrant, prosperous and sustainable community. We enable this through strong leadership and community partnerships.  \nWe strive to stay ahead of evolving changes and needs of our community.  \nOur five key principles empower our employees to be innovative and provide an excellent customer experience. We are a resilient organisation where everyone belongs.  \nCREATe-Our Values and Behaviours:  \nOur shared values and behaviours are integral to how we go about our work, interact with each other and our community. Our employees ‘live’ these shared values. In living these values we also ensure that everyone has a voice and that everyone matters.  \nCity of Whitehorse is a culturally and linguistically diverse community. We are proud of the diversity of our workforce and recognise the strength this provides in meeting the needs of our community. We are committed to upholding a safe, inclusive and respectful workplace that values the contribution of all.  \nWhitehorse City Council is committed to being a child safe organisation. We recognise our responsibilities to keep children and young people safe from harm and have established policies, procedures and training to achieve these commitments.  \nGoal Statement  \nTo provide effective support and resolution for Council to resolve customer complaints, ensuring a positive experience for residents and stakeholders.  \nThe role will champion Council’s Complaints and Feedback Policy to be an enabler for customers to provide feedback and complaints to Council with ease, ensure we respond and take action to resolve complaints and identify opportunities to learn from feedback and improve our services.  \nCouncil’s goal is to maintain the Council's reputation for exceptional customer service and promote community feedback by addressing concerns promptly and professionally.  \nKey Responsibilities  \nPosition Specific Responsibilities  \nComplaint Handling and Resolution  \n􀁸 Collaborate with relevant departments to ensure timely and appropriate responses to complaints.  \n􀁸 Monitor and follow up on unresolved complaints, striving for satisfactory outcomes.  \n􀁸 Investigate and resolve customer complaints (for tier three and four complaints) efficiently and in accordance with Council policies.  \n􀁸 Handle complex customer cases and keep the customer updated with timely and frequent information about progress towards resolving the issue.  \n􀁸 Support employees to understand and uplift complaint handling practices through daily support as well as through formal training.  \n􀁸 Act as Council’s contact for the Victorian Ombudsman with referred issues and complaints.  \nData Analysis and Reporting  \n􀁸 Analyse complaint data to identify recurring issues and areas for process improvement.  \n􀁸 Prepare regular reports summarising complaint trends and recommendations for service enhancements.  \n􀁸 Utilise data-driven insights to develop strategies for reducing the number of complaints.  \nCorporate Responsibilities  \n􀁸 Ensure adherence to all Corporate Policies, Procedures and the Organisational Goals and Values Principles in the current Whitehorse City Council Collective Agreement by all staff under supervision.  \n􀁸 Ensure the organisation is aware of and compliant with relevant statutes and legislation.  \n􀁸 Identify and develop changes to policy and procedure in areas of responsibility.  \n􀁸 Ensure that risk management principles are adopted in all decision-making processes within the team.  \n􀁸 Undertake identification, reporting and resolution of risk management activities (including that staff are appropriately trained) and ensure that all relevant operating procedures provide for a safe working environment.  \n􀁸 Apply sound financial ma","cbCaivJk7sJPEjPR","https://ap.wps.com/l/cbCaivJk7sJPEjPR","pdf",787539,6,"English","# About Us\n## Goal Statement\n## Key Responsibilities\n## Accountability and Extent of Authority\n## Judgement and Decision Making\n## Specialist Knowledge and Skills","[{\"question\":\"What is the main goal of the Customer Advocate Lead role?\",\"answer\":\"To provide effective support and resolution of council customer complaints, championing the Complaints and Feedback Policy so feedback is easy to submit, issues are resolved promptly, and learning improves services.\"},{\"question\":\"What complaint-handling responsibilities does this role include?\",\"answer\":\"It collaborates with departments for timely responses, investigates and resolves tier three and four complaints in line with council policies, manages complex cases, and keeps customers updated on progress.\"},{\"question\":\"How does the role use data and reporting?\",\"answer\":\"It analyses complaint data to identify recurring issues and process improvements, prepares regular reports on complaint trends and recommendations, and uses data-driven insights to reduce the number of complaints.\"}]","Customer Advocate Lead - Job Description | PDF",1789358680]