Customer Resolution Manager

• Permanent Full Time 35 hours/week
• Location: Any State Based Location
• Salary: $109312 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 were building hope and possibility for all. Find out moreabout usandour 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 Housings policies and legislative requirements. Youll play a pivotal role in shaping a culture of transparency accountability and continuous improvementensuring 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 advocateusing 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 youre 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 youre 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. Thank you