Customer Resolution Manager

Permanent Full Time| 35 hours / week Location : Any State Based Location Salary : $109,312 + Super + NFP Salary packaging benefits Make a meaningful difference to the lives of Australians in need Life at Mission Australia When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive. United by our Christian purpose and values, we advocate for a fairer Australia, to meet the growing needs of people across the country. Together we’re building hope and possibility for all. Find out more about us and our purpose. Your Opportunity Mission Australia Housing provides social and affordable housing to vulnerable Australians ensuring they have access to good quality housing that enables people to participate in their communities. Are you passionate about delivering exceptional customer service and driving positive change? Mission Australia Housing is seeking a Customer Resolution Manager to lead our approach to customer feedback, complaints, and appeals. This key role ensures that every customer voice is heard, valued, and transformed into meaningful service improvements that strengthen our housing communities. As the Customer Resolution Manager, you will coordinate and manage all customer feedback, complaints, and appeals in alignment with Mission Australia Housing’s policies and legislative requirements. You’ll play a pivotal role in shaping a culture of transparency, accountability, and continuous improvement—ensuring every interaction reflects our commitment to quality, fairness, and respect. Your key responsibilities will be to : Lead and embed a customer-focused culture across all communication channels. Oversee the complaints and appeals process from intake to resolution, ensuring timely, consistent, and compliant outcomes. Analyse data to identify trends, bottlenecks, and opportunities for service enhancement. Collaborate across teams to address root causes and drive systemic improvement. Act as a customer advocate—using insights from feedback to inform policies, service design, and performance improvement. Benchmark performance against industry standards and develop a customer charter that reflects our service promise. Lead reporting and data analysis to provide meaningful insights for leadership and operational teams. Ensure compliance with all relevant legislation, privacy, and regulatory standards. Requirements for Success Minimum 2 years of experience in a housing or a customer management role or customer contact centre. Strong experience in customer service management, complaints resolution, or community housing. Proven ability to interpret legislation, apply policy, and deliver compliant, fair outcomes. Excellent communication, negotiation, and stakeholder engagement skills. A proactive mindset, with a passion for using data and feedback to improve services. A commitment to collaboration, integrity, and continuous improvement. Builds and maintains sustainable internal and external relationships by creating a culture which focuses on meeting internal and external customer needs. Before starting work with us, you will need to undertake a national police history check, qualifications, reference checks. Your benefits Rewarding work – every day you know you’re making a real difference Not-for-profit salary packaging, reducing your tax (details via AccessPay) Free external, confidential counselling and access to chaplaincy support Volunteering opportunities Extra leave available including an additional public holiday, additional annual leave day on your work anniversary and the opportunity to purchase further annual leave Our culture Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career. We prioritize the safety and wellbeing of everyone, both within our team and the individuals we serve. We are committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. So, whoever you are, if you’re skilled and actively support our purpose and values, you would be welcome at Mission Australia. If you live with disability and require support to submit your application, please email or visit our Careers page for additional contact details. We Strongly encourage applications from people who identify as Aboriginal or Torres Strait Islander. For culturally safe support or assistance with your application, please contact us at How to apply Click ‘Apply’ and send your application today As a committed Circle Back Initiative employer, we will respond to your application. Applications are shortlisted as they are received. Please apply as soon as possible to be considered. 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