Coordinator Customer Experience

Townsville City Council; Townsville City; On-site; AUD 113,000 - 120,000; Full time

Benefits offered by this job

5 weeks annual leave

17.5% leave loading

3 weeks Personal/Carers Leave

14 weeks paid Parental Leave

Domestic and Family Violence Leave

Natural Disaster Leave

Salary Sacrifice opportunities

Learning and development opportunities

Job summary

Townsville City Council is seeking a Coordinator Customer Experience to shape how residents, businesses and visitors interact with council. You will champion a customer-first approach, lead a small team of customer experience specialists, and partner with business units to improve services and resolve pain points.

You will use feedback, data and insights to drive opportunities for continuous improvement, build strong stakeholder relationships and provide strategic advice to deliver exceptional

Qualifications

• Experience driving customer experience initiatives in complex organisations.
• Strong stakeholder engagement and communication skills.
• Ability to lead high-performing teams and translate insights into actions.

Responsibilities

• Lead a small team of customer experience specialists.
• Utilise feedback, data and insights to identify opportunities for improvement.
• Influence continuous improvement and service outcomes across Council.
• Build strong stakeholder relationships and support delivery of customer-focused projects.

Skills

Customer experience leadership

Stakeholder engagement

Communication

Team leadership

Continuous improvement

Education

Relevant qualifications or equivalent experience

Job description

Division/Section: Planning, Environment & Lifestyle / Communications & Customer Experience

Position Type: Permanent Full Time (9 day fortnight, 36.25 hours/week)

Salary Range: LGO7 ($113,019 - $119,946 per annum + superannuation) based on skills, qualifications and experience

Location: Townsville

Application Close: 11:45pm, Wednesday 9 September 2026.

About The Role

As the Coordinator Customer Experience , you will play a key role in shaping how the community interacts with Townsville City Council. Working across the organisation, you will champion a customer-first approach, partnering with business units to improve services, resolve customer pain points, and deliver better experiences for residents, businesses, and visitors. Leading a small team of customer experience specialists, you will use customer feedback, data, and insights to identify opportunities for improvement and influence positive change across Council. You will build strong stakeholder relationships, support the delivery of customer-focused projects and initiatives, and provide strategic advice that helps drive continuous improvement and exceptional service outcomes for the Townsville community.

About You

You are a customer-focused leader with experience driving customer experience and service improvement initiatives in complex organisations. You bring strong stakeholder engagement, communication, and influencing skills, with the ability to build collaborative relationships, lead high-performing teams, and translate customer insights into meaningful outcomes. Supported by relevant qualifications or equivalent experience, you are passionate about continuous improvement, thrive in a fast-paced environment, and are committed to delivering exceptional results for customers and the community.

Townsville City Council is the largest local government authority in Northern Australia. We’re committed to supporting our people through a strong focus on work-life balance, a positive and inclusive culture, and a shared passion for making a meaningful impact in our community.

We have a range of benefits that confirm this commitment:

• 5 weeks annual leave + 17.5% leave loading
• 3 weeks Personal/Carers Leave
• 14 weeks paid Parental Leave
• Domestic and Family Violence Leave
• Natural Disaster Leave
• Annual wage progression
• Up to *13.5% Superannuation employer contribution for contributing members
• Salary Sacrifice opportunities
• Access to a range of learning and development opportunities, including on-the-job learning and formal training programs
• Fitness Passport program offering discounted membership to selected health and wellbeing facilities
• Employee Loyalty Program offering discounts at selected local businesses
• Employee Assistance Program
• The Council contribution to employees' superannuation for contributing employees shall be 13.5% of the employees' ordinary time earnings subject to the employee contributing a minimum of 6% of their ordinary time earnings.

Contact Person: Kate

Contact Email: [e-mail]

(for position enquiries only)

For Further Information Review The Position Description.

We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected. People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply!

All successful candidates are required to undergo drug and alcohol testing as part of the recruitment process. Please be aware Townsville City Council has a ‘zero tolerance’ policy to drugs and alcohol in the workplace.

If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact [e-mail] or phone [phone] for a confidential discussion.