Coordinator, Customer Experience

Burwood Council; Burwood; Hybrid; AUD 110,000 - 131,000; Full time

Benefits offered by this job

Health & Wellbeing initiatives

Fitness Passport

Employee Assistance Program (EAP)

Flexible working (work from home + RDO

Learning & development

Job summary

Burwood Council is seeking a Coordinator Customer Experience to lead a high-performing team and drive customer-centred transformation across our community. You will deliver innovative service improvements and shape how the council anticipates and responds to diverse community needs.

This role offers flexible work arrangements, including work from home and our RDO scheme, enabling a healthy work-life balance while delivering meaningful outcomes for Burwood and its residents.

Qualifications

• Experience leading high-performing customer service teams.
• Proven ability to deliver customer experience improvements.
• Strong change management capability.
• Analytical and data-driven mindset using metrics.
• Confidence working with CRM systems and customer experience technologies.
• Commitment to inclusive, accessible service delivery.

Responsibilities

• Lead a high-performing Customer Service team across call centre and front counter operations.
• Shape the future of customer experience with innovative initiatives.
• Drive service excellence and continuous improvement with quality standards and performance measures.
• Use customer insights to inform decision-making and service design.
• Champion digital transformation to enhance delivery and reduce customer effort.
• Build capability across the organisation and coach teams.
• Lead complex customer resolutions with timely, fair outcomes.
• Collaborate with stakeholders to deliver inclusive services.

Skills

Customer service leadership

Stakeholder influence

Analytical mindset

Communication skills

CRM systems experience

Education

Relevant qualifications

Tools

CRM systems

Digital platforms

Customer experience tech

Job description

• Lead and redefine the customer experience forour community, delivering innovative and customer-focused initiatives.
• Permanent full-time opportunity in a modern,centrally located Burwood office with excellent transport and dining optionsnearby.
• Enjoy flexible work arrangements including our RDOscheme to support a healthy work-life balance.
• Make a lasting impact by leading ahigh-performing team and driving Burwood Council's customer-centredtransformation.
• Salary $109,596.94 - $131,193.22 plussuperannuation.

About us:

Recently named Australia’s Coolest Neighbourhood byTime Out, Burwood is a place on the move.

A diverse, creative and globally connected community,Burwood is known for its vibrant streets, distinctive public spaces, boldpublic art, and one of Sydney’s most exciting food scenes. From culturalfestivals and laneway activations to major streetscape transformations, thecity is constantly evolving.

Behind it all is a Council that believes its people are thedriving force of that momentum. Our team is central to delivering the ambitiousvision set out in the Burwood Community Strategic Plan 2036, shaping howthe city grows, how it is experienced, and how it is seen by the world.

Your Position:

Be at the forefront of shaping exceptional customerexperiences for our community. As our Coordinator Customer Experience, you'lllead a high-performing team, drive innovative service improvements, and play akey role in transforming how Burwood Council anticipates and proactivelyresponds to our vast array of community needs.

This is an exciting opportunity to influence the future ofcustomer service, deliver meaningful outcomes, and make a lasting impact acrossthe organisation and our community.

Your responsibilities will included and not be limited to:

• Lead and inspire a high-performing CustomerService team, driving excellence across Council's call centre and front counteroperations.
• Shape the future of customer experience bydelivering innovative initiatives that simplify customer journeys and improvecommunity outcomes.
• Drive service excellence and continuousimprovement, embedding customer-focused practices, quality standards andperformance measures across Council.
• Use customer insights to make a difference,leveraging feedback, data and trends to inform decision-making and servicedesign.
• Champion innovation and digital transformation,implementing solutions that enhance service delivery and reduce customereffort.
• Build capability across the organisation,coaching teams and fostering a strong customer-centric culture.
• Lead complex customer resolutions, ensuringtimely, fair and high-quality outcomes for the community.
• Collaborate with stakeholders across Council todeliver seamless, inclusive and accessible services that meet the evolvingneeds of our diverse community.

To be Successful in this role, you will have:

You are a customer-focused leader who thrives on improvingexperiences, leading people and driving meaningful change. Passionate aboutservice excellence, you bring the skills, insight and energy needed to deliverexceptional outcomes for our community.

• Current NSW Class C Drivers Licence.
• Relevant qualifications and/or equivalent experience, supported by a sound understanding of governance, privacy, risk and compliance within a complex organisational environment.
• Willingness to complete pre-employment checks including a national police check and pre-employment medical.
• Provenexperience leading and developing high-performing customer service teams,creating a culture of accountability, engagement and service excellence.
• Demonstratedsuccess delivering customer experience improvements, using customerinsights, innovation and best-practice service design to achievemeasurable results.
• Strongproject and change management capability, with the ability to leadinitiatives from concept to delivery while balancing operationalpriorities.
• Analyticaland data-driven mindset, with experience using customer feedback,performance metrics and technology to drive continuous improvement.
• Confidenceworking with CRM systems, digital platforms and customer experiencetechnologies to enhance service delivery and reporting.
• Exceptionalcommunication and relationship-building skills, with the ability toinfluence stakeholders and resolve complex customer matters effectively.
• Acommitment to inclusive, accessible and culturally responsive servicedelivery that meets the needs of a diverse community.
• Health & Wellbeing initiatives (i.e. fluvaccinations, skin checks)
• Access to Fitness Passport membership
• Access to Employee Assistance Program (EAP)
• Access to flexible working arrangements,including work from home and our RDO scheme
• Supportive culture where learning anddevelopment is supported

Enquiries:

Further information regarding this role can be found in thePosition Description or please contact Julie Mockett, Manager, CustomerExperience and Business Improvement on (02) 9911 9***.

If you need assistance with your application, anyadjustments to be made to the recruitment process or if you would like todiscuss any accessibility requirements, please contact Lauren Allcott, People& Culture Advisor on 02 9911 9***.

At Burwood Council we celebrate diversity, valueinclusion and welcome applicants from all backgrounds, experiences andperspectives. We are committed to creating an environment where every member ofour team feels respected, supported and inspired to contribute their uniqueskills and talents for a better Burwood.

In serving our community, we are also proud to be achild safe organisation.