Coordinator, Customer Experience

Council Jobs; Burwood; Ibrido; AUD 110.000 - 131.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health & Wellbeing initiatives

Fitness Passport membership

Employee Assistance Program (EAP)

Flexible working arrangements (WFH & R

Descrizione del lavoro

Burwood Council is seeking a Coordinator Customer Experience to lead a high-performing team and drive innovations that simplify journeys for our diverse community. This permanent, full-time role is based in Burwood with hybrid working options and a strong focus on customer-centred transformation.

You will use insights to shape service design, maintain quality standards, and collaborate across Council to deliver accessible services that meet evolving community needs.

Competenze

• Customer-focused leader who improves experiences and drives change.
• Experience leading customer service teams with accountability and engagement.
• Proven experience delivering customer experience improvements using insights.
• Strong project and change management capability from concept to delivery.
• Analytical, data-driven mindset using feedback and metrics to improve.
• Experience with CRM systems, digital platforms and customer technologies.

Mansioni

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

Conoscenze

Leadership

Customer service

Change management

Data analysis

CRM familiarity

Stakeholder engagement

Communication

Governance/compliance understanding

Accessibility & inclusion

Formazione

Relevant qualifications or equivalent experience

Strumenti

CRM systems

Descrizione del lavoro

• 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 the Position Description or please contact Julie Mockett, Manager, CustomerExperience and Business Improvement on (02) 9911 9***.

At Burwood Council we celebrate diversity, value inclusion and welcome applicants from all backgrounds, experiences and perspectives. 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 a child safe organisation.