Community Experience Coordinator

Salisbury SA; City of Salisbury; On-site; AUD 85,000 - 115,000; Full time

Benefits offered by this job

Flexible work options

Free car parking

Health and wellbeing programs

Job summary

The City of Salisbury in South Australia is seeking a proactive Community Experience Coordinator to join the Brand, Communications and Experience team. You will support and optimise Council's CRM systems, drive improvement initiatives and help deliver exceptional community experiences.

This role combines systems administration, business improvement, stakeholder engagement and training. You will work with leaders across the organisation to enhance processes and service delivery on a 12-month

Qualifications

• Experience with CRM or customer management systems.
• Strong analytical and problem-solving abilities.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Provide CRM system support and administration.
• Monitor CRM requests and troubleshoot issues.
• Coordinate CRM enhancements, testing and rollout.
• Identify and implement process improvements across customer and community experience functions.
• Analyze data to provide insights and recommendations.
• Develop reports and dashboards for leaders and stakeholders.
• Design and deliver training programs and user guides.
• Support continuity of Council's contact channels and systems.

Skills

CRM experience

Stakeholder engagement

Analytical skills

Training delivery

Change management

Tools

Salesforce

Job description

• Drive better community experiences through systems and process improvement
• Full-time | 12-month contract

Who we are

The City of Salisbury is the most progressive council in South Australia, driving growth, jobs, housing and opportunity in the north. With a workforce of over 400 people, we offer the chance to collaborate with teams across the organisation to deliver meaningful, community-focused projects.

The Corporate Development Department provides strategic services that influence the organisation’s future direction and operational excellence.

Join us and see the positive impact of your work can make.

About the role

We are seeking an experienced and solutions-focused Community Experience Coordinator to join our Brand, Communications and Experience team.

Reporting to the Lead Community Experience, you will play a key role in supporting and enhancing Council's customer relationship management (CRM) systems, driving continuous improvement initiatives and helping deliver exceptional community experiences.

This role combines systems administration, business improvement, stakeholder engagement and training. You will work closely with leaders and employees across the organisation to optimise processes, enhance customer interactions, and leverage data and technology to improve service delivery.

This position is offered as a 12-month contract and may also be considered as a secondment opportunity for applicants currently employed within local government.

Your key responsibilities will include

• Provide support and administration for Council's CRM system and related community experience platforms.
• Monitor and manage CRM support requests, providing advice and troubleshooting assistance.
• Coordinate CRM enhancements, upgrades, testing and implementation activities.
• Identify and implement opportunities for process improvement across customer and community experience functions.
• Analyse system and customer interaction data to provide insights and recommendations.
• Develop reports and dashboards for leaders and key stakeholders.
• Design and deliver training programs, system guides and user resources.
• Support continuous improvement within Council's Contact Centre phone system.
• Build effective working relationships across the organisation to drive positive change and improved outcomes.
• Contribute to projects that enhance community experience and service excellence.

About you

You are a proactive and customer-focused professional who enjoys working at the intersection of systems, people and process improvement.

You have experience using technology and data to improve service delivery and can confidently work with stakeholders at all levels to identify opportunities, implement change and support business outcomes.

You will also have

• Experience working with CRM or customer management systems.
• Strong analytical, problem-solving and continuous improvement skills.
• Excellent communication, presentation and stakeholder engagement skills.
• Experience developing and delivering training and user support.
• The ability to manage competing priorities and work with minimal supervision.
• Strong organisational skills and attention to detail.
• Experience interpreting data and producing meaningful reports and insights.
• Knowledge of customer experience principles and service improvement practices.
• Experience within local government or a similar complex organisation (desirable).
• Experience with Salesforce or similar platforms (desirable).

What we offer

• State-of-the-art Salisbury Community Hub is 25 minutes from the CBD with excellent rail and road connections.
• Modern and positive work environments.
• Free car parking.
• Flexible work options.
• Three additional leave days per year.
• Health and wellbeing programs, including skin checks, health assessments, flu vaccinations and an employee assistance program.

People who are of Aboriginal and Torres Strait Islander identity as well as people of culturally diverse backgrounds and of diverse abilities are encouraged to apply.

Applicants seeking a secondment opportunity are encouraged to discuss the role with their current manager prior to applying.

Contact us

All enquiries can be made to [e-mail]

The City of Salisbury acknowledges the Traditional Owners of Country throughout Australia and recognises the continuing connection to lands, waters and communities. We pay our respect to Aboriginal and Torres Strait Islander cultures, and to Elders past and present.