In-Demand Senior customer service office Jobs in Melbourne, Vic

Escalation & Service Improvement Lead
Civica —Melbourne VIC
- Full-time
- Hybrid work
- Management
- Communication skills
- Work from home
Quick Apply
Experienced Private Jet Charter Sales Consultant
Air Charter Service —Melbourne VIC
- Full-time
- Sales
- Communication skills
Quick Apply
Customer Transformation | Senior Associate
PWC Australia —Southbank VIC
- Sales
- AI
- Marketing
- Parental leave
Cleaner Driver - Hygiene Service Technician | Doncaster
Rentokil Initial —Doncaster VIC
- $55,000 - $60,000 a year
- Full-time
- Customer service
- Cleaning
- Fuel card
- Employee assistance program
Quick Apply
Administrative Assistant
Emmaus College —Vermont South VIC
- Part-time
- Microsoft Office
- Administrative experience
- University
Quick Apply
11d
Senior Claims Consultant - Property
Benefact Group —Southbank VIC
- Monday to Friday
- Hybrid work
- Communication skills
- Annual leave
- Parental leave
Quick Apply
Senior Customer Experience Manager - Mid Market
MYOB —Melbourne VIC
- Hybrid work
- Analysis skills
- AI
- Leadership
- Parental leave
12d
Senior Learning Business Partner APAC
Amazon Commercial Services Pty Ltd —Melbourne VIC
- Full-time
- Presentation skills
- Bachelor's degree
- AI
- Commuter assistance
- Health insurance
Administration Office Manager ES1-3
Government schools —Melbourne Western Suburbs VIC
- Full-time
- Bilingual
- Management
- Microsoft Office
4d
Director of Customer Success
Corpay —Melbourne VIC
- Full-time
- Sales
- Office
- Communication skills
10d
Senior Project Manager
Victorian School Building Authority —Melbourne VIC
- $116,413 - $140,849 a year
- Full-time
9d
Senior Manager, Process Improvement
Telus Health —Melbourne VIC
- Full-time
- Remote
- Analysis skills
- Communication skills
- Disability insurance
- Employee assistance program
Senior Consultant, Client Success
Visa AP (Australia) Pty Ltd —Melbourne VIC
- Full-time
- Management
- Analysis skills
- Bachelor's degree
Senior Team Members
Zambrero —Mentone VIC
- $55,000 - $65,000 a year
- Full-time
- Restaurant
Quick Apply
Assistant Company Secretary
ANZ Banking Group —Melbourne VIC
- Full-time
- Financial services
- Communication skills
Senior Administration Officer
City of Boroondara —City of Boroondara VIC
- $84,770 - $98,205 a year
- Full-time
- Microsoft Office
- Administrative experience
- Communication skills
Practice Manager/Front Office Coordinator
MC Dental - BRIGHTON —Brighton VIC
- $38 - $45 an hour
- Full-time
- Organisational skills
- EMR systems
- In-person
- Employee discount
- Professional development assistance
Quick Apply
3d
Sr. Manager, Customer Enablement (APJ)
Databricks —Melbourne VIC
- Management
- Sales
- English
14d
Centre Administrator
RMIT University —Melbourne VIC
- $84,181 - $96,698 a year
- Part-time
- Administrative experience
- University
- Working with children
9d
Senior Workplace Relations Business Partner
Baptistcare WA —Camberwell VIC
- Full-time
- Gym membership

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Escalation & Service Improvement Lead

Civica -
Melbourne VIC

Quick Apply

Job Details

Full-time

Benefits

Work from home
Paid volunteer leave

Qualifications

Management
Communication skills

Full Job Description

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on over 21 years of continuous growth and success, we’re at a pivotal point on our journey to realise that aspiration.

As a company, we are passionate about what we do and the citizens we help to serve. Civica provides an environment where technology is used purposefully to improve outcomes for communities, while supporting individuals to grow, develop and deliver meaningful impact in their careers.

Why you will love this opportunity as an Escalation & Service Improvement Lead at Civica

This role is central to protecting and strengthening Civica’s customer relationships during moments that matter most. It provides direct ownership of high-priority customer situations, ensuring critical issues are managed with urgency, precision and accountability from initiation through to resolution.

You will operate at the intersection of customer engagement and operational delivery, partnering with cross-functional teams across Support, Service Delivery, Engineering, Product and Sales to coordinate effective and timely outcomes. The role requires strong judgement, clear communication and the ability to navigate complex, high-pressure situations while maintaining a customer-first approach.

The position offers the opportunity to influence how Civica manages escalations at scale, contributing to process improvements, risk mitigation strategies and continuous learning across the organisation. It provides visibility across senior stakeholders, including executive-level customer relationships, and plays a key role in ensuring consistent, high-quality experiences during critical customer events.

Requirements

What you will need to be successful in this role

Proven experience managing and resolving high-priority customer escalations from initiation through to closure
Strong ability to act as the primary point of contact for critical customers, ensuring clear and effective communication throughout the lifecycle
Experience coordinating cross-functional teams across Support, Service Delivery, Engineering, Product and Sales to drive resolution outcomes
Demonstrated capability in managing customer expectations and maintaining trust during high-pressure situations
Experience conducting post-escalation reviews, including root cause analysis and identification of improvement opportunities
Strong process improvement capability, with the ability to optimise escalation management workflows and prevent recurrence of issues
Ability to implement proactive risk mitigation strategies to reduce escalation volumes and improve service stability
Excellent written and verbal communication skills, including experience engaging with senior stakeholders and C-level customer contacts
Strong stakeholder management and influencing skills, with the ability to drive outcomes without direct authority
Demonstrated analytical capability to identify trends, risks and continuous improvement opportunities
Proven ability to balance customer advocacy with business priorities and constraints
High level of resilience and ability to deliver high-quality outcomes in a fast-paced, high-pressure environment
Strong organisational and prioritisation skills, with the ability to manage multiple critical situations concurrently

Benefits

Why you'll love working with us

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.

Quick Apply

Refine Your Search

senior customer service office jobs in melbourne, vic

Escalation & Service Improvement Lead

Experienced Private Jet Charter Sales Consultant

Customer Transformation | Senior Associate

Cleaner Driver - Hygiene Service Technician | Doncaster

Administrative Assistant

Senior Claims Consultant - Property

Senior Customer Experience Manager - Mid Market

Senior Learning Business Partner APAC

Administration Office Manager ES1-3

Director of Customer Success

Senior Project Manager

Senior Manager, Process Improvement

Senior Consultant, Client Success

Senior Team Members

Assistant Company Secretary

Senior Administration Officer

Practice Manager/Front Office Coordinator

Sr. Manager, Customer Enablement (APJ)

Centre Administrator

Senior Workplace Relations Business Partner

I want to receive the latest job alert for senior customer service office in melbourne, vic

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