NSW - ChatswoodThis role is responsible for coordinating the intake, logging, triage, tracking and resolution support of customer complaints and queries across the MDU program. The Complaints / Queries Coordinator provides a structured point of control for customer issues, ensuring enquiries and complaints are handled consistently, responded to in a timely manner and progressed to the appropriate team for action.
Reporting to the MDU LASCE Manager, the role works across Engagement Managers, the LACS stream, Marketing and Communications and downstream delivery teams to ensure customer issues are visible, owned and managed through to closure. The role supports a consistent customer experience by maintaining clear records, monitoring response timeframes, coordinating updates and escalating matters where risk, complexity or customer impact increases.
The role is accountable for coordination, control and follow-up rather than broader functional leadership. It supports the MDU LASCE Manager by providing reliable administration, issue visibility, trend insight and disciplined escalation across the complaints and queries pathway.

Receive, log and acknowledge customer complaints and queries in approved systems and ensure matters are correctly categorised, prioritised and assigned.

Act as the central coordination point for complaints and customer enquiries across the MDU engagement function.

Maintain accurate records of complaint details, customer interactions, actions, owners, response dates, commitments, escalation points and close-out outcomes.

Coordinate responses with Engagement Managers, the LACS team, Marketing and Communications, scheduling, delivery and other internal teams as required.

Monitor open issues to ensure actions are progressing within agreed timeframes and follow up outstanding responses with the relevant owners.

Provide customers and stakeholders with timely, clear and professional updates in line with approved messaging, process requirements and escalation protocols.

Identify complaints or queries that may involve safety, compliance, reputational, legal, client or delivery risk and escalate them promptly to the MDU LASCE Manager or relevant leader.

Support the consistent handling of customer concerns relating to communications, appointments, building access, resident readiness, disruption, delays, works impacts or general program enquiries.

Assist in preparing standard response templates, FAQs, escalation summaries, issue reports and close-out communications as directed.

Track recurring issues, customer themes, complaint trends and root-cause indicators and provide insights to support continuous improvement.

Support governance and reporting requirements by preparing status updates, action registers, ageing reports and summaries of complaint and query activity.

Maintain confidentiality, accurate document handling and professional judgement in all customer and stakeholder interactions.

Work collaboratively across the broader MDU team to support strong customer experience outcomes and effective issue resolution.

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