Coordinator, Customer Experience

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

Benefits offered by this job

Fitness Passport

Employee Assistance Program (EAP)

Flexible working arrangements (WFH & R

Job summary

Burwood Council is seeking a Coordinator Customer Experience to lead a high-performing team and drive customer-centric improvements across call centre and frontline services.

You will shape innovative strategies, measure performance, and collaborate to deliver inclusive, accessible services for our diverse community. This permanent full-time role offers a flexible work pattern and a supportive culture committed to learning and development.

Qualifications

• Current NSW Class C Drivers Licence.
• Good governance, privacy, risk and compliance understanding.
• Pre-employment checks incl. national police check & medical.
• Experience leading and developing high-performing customer service teams.
• Proven success delivering customer experience improvements.
• Strong project & change management capability.
• Analytical, data-driven mindset with customer feedback & metrics.
• Excellent communication & relationship-building skills.
• Commitment to inclusive, accessible service for diverse community.

Responsibilities

• Lead and inspire a high-performing Customer Service team.
• Drive innovative customer-experience initiatives.
• Deliver service improvements and embed quality standards.
• Use customer insights to inform decisions and design.
• Champion digital transformation to enhance service delivery.
• Build organisational capability through coaching.
• Manage complex customer resolutions with fair outcomes.
• Collaborate across Council for seamless, accessible services.

Skills

Leadership

Service design

CRM systems

Data analytics

Stakeholder management

Education

Relevant qualifications or equivalent experience

Tools

CRM systems

Job description

• Lead and redefine the customer experience for
  our community, delivering innovative and customer-focused initiatives.
• Permanent full-time opportunity in a modern,
  centrally located Burwood office with excellent transport and dining options
  nearby.
• Enjoy flexible work arrangements including our RDO
  scheme to support a healthy work-life balance.
• Make a lasting impact by leading a
  high-performing team and driving Burwood Council's customer-centred
  transformation.
• Salary $109,596.94 - $131,193.22 plus
  superannuation.

About us:

Recently named Australia’s Coolest Neighbourhood by
Time 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, bold
public art, and one of Sydney’s most exciting food scenes. From cultural
festivals and laneway activations to major streetscape transformations, the
city is constantly evolving.

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

Your Position:

Be at the forefront of shaping exceptional customer
experiences for our community. As our Coordinator Customer Experience, you'll
lead a high-performing team, drive innovative service improvements, and play a
key role in transforming how Burrow Council anticipates and proactively
responds to our vast array of community needs.

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

Your responsibilities will included and not be limited to:

• Lead and inspire a high-performing Customer
  Service team, driving excellence across Council's call centre and front counter
  operations.
• Shape the future of customer experience by
  delivering innovative initiatives that simplify customer journeys and improve
  community outcomes.
• Drive service excellence and continuous
  improvement, embedding customer-focused practices, quality standards and
  performance measures across Council.
• Use customer insights to make a difference,
  leveraging feedback, data and trends to inform decision-making and service
  design.
• Champion innovation and digital transformation,
  implementing solutions that enhance service delivery and reduce customer
  effort.
• Build capability across the organisation,
  coaching teams and fostering a strong customer-centric culture.
• Lead complex customer resolutions, ensuring
  timely, fair and high-quality outcomes for the community.
• Collaborate with stakeholders across Council to
  deliver seamless, inclusive and accessible services that meet the evolving
  needs of our diverse community.

To be Successful in this role, you will have:

You are a customer-focused leader who thrives on improving
experiences, leading people and driving meaningful change. Passionate about
service excellence, you bring the skills, insight and energy needed to deliver exceptional 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.
• Proven
  experience leading and developing high-performing customer service teams,
  creating a culture of accountability, engagement and service excellence.
• Demonstrated
  success delivering customer experience improvements, using customer
  insights, innovation and best-practice service design to achieve measurable results.
• Strong
  project and change management capability, with the ability to lead
  initiatives from concept to delivery while balancing operational priorities.
• Analytical
  and data-driven mindset, with experience using customer feedback,
  performance metrics and technology to drive continuous improvement.
• Confidence
  working with CRM systems, digital platforms and customer experience technologies to enhance service delivery and reporting.
• Exceptional
  communication and relationship-building skills, with the ability to influence stakeholders and resolve complex customer matters effectively.
• A
  commitment to inclusive, accessible and culturally responsive service delivery that meets the needs of a diverse community.
• Health & Wellbeing initiatives (i.e. flu
  vaccinations, 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 and
  development is supported

Enquiries:

Further information regarding this role can be found in the
Position Description or please contact Julie Mockett, Manager, Customer Experience and Business Improvement 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.