Coordinator Customer Experience Operations

Careers at Council; Sydney; Hybrid; AUD 123,000 - 143,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

9-day fortnight

4 weeks annual leave

MyLeave

Fitness Passport

Sponsored study program

Employee rewards

Job summary

Georges River Council is seeking a Coordinator Customer Experience Operations to lead a responsive customer service team across multiple channels and locations. You will drive service excellence and ensure consistent, high-quality experiences for the community.

You will guide continuous improvement, collaborate with leaders, and help shape service standards while managing day-to-day operations and workforce planning.

Qualifications

• Relevant tertiary qualifications or equivalent experience in customer service, business, leadership or a related field.
• Demonstrated experience leading and developing teams in a customer service, contact centre, or operational environment.
• Strong communication, stakeholder engagement and report writing skills.

Responsibilities

• Lead and develop a high-performing Customer Experience team committed to exceptional service.
• Oversee customer service operations across all Council service locations and contact channels, ensuring a consistent and high-quality customer experience.
• Drive service improvements, innovation and customer experience initiatives.
• Monitor service performance and customer feedback to identify opportunities for improvement.
• Manage complex customer enquiries, complaints and escalated matters.
• Lead workforce planning, budgeting and resource management to support service delivery goals.
• Build strong relationships across Council to improve customer outcomes and organisational performance.

Skills

Leadership

Communication

Analytical

Problem solving

Budgeting

Workforce planning

Education

Tertiary qualification

Tools

Microsoft Office

CRM systems

Job description

Coordinator Customer Experience Operations

Lead a customer-focused team and help shape excellent service experiences for our community.

The Role

As the Coordinator Customer Experience Operations, you will lead the delivery of exceptional customer service across all Council contact channels and service locations. Reporting to the Manager Customer Experience, you will oversee day-to-day customer service operations, drive service excellence, and ensure customers receive a consistent, high-quality experience whenever they interact with Council.

This role provides an exciting opportunity to lead and develop a dedicated team, champion continuous improvement initiatives, and contribute to the delivery of Council's Customer Experience Strategy. Working closely with leaders across the organisation, you will help shape service standards, enhance operational performance, and ensure customer needs remain at the centre of everything we do.

Key responsibilities:

• Lead and develop a high-performing Customer Experience team committed to exceptional service.
• Oversee customer service operations across all Council service locations and contact channels, ensuring a consistent and high-quality customer experience.
• Drive service improvements, innovation and customer experience initiatives.
• Monitor service performance and customer feedback to identify opportunities for improvement.
• Manage complex customer enquiries, complaints and escalated matters.
• Lead workforce planning, budgeting and resource management to support service delivery goals.
• Build strong relationships across Council to improve customer outcomes and organisational performance.

About You

You are a proven leader with a passion for delivering exceptional customer experiences and driving service excellence. With strong leadership, communication and analytical skills, you can build high-performing teams, foster collaboration, and identify opportunities to improve service delivery and operational outcomes.

To be successful in this role, you will have:

• Relevant tertiary qualifications or equivalent experience in customer service, business, leadership or a related field.
• A current Class C NSW Driver Licence.
• Demonstrated experience leading and developing teams in a customer service, contact centre, or operational environment.
• Highly developed communication, stakeholder engagement and report writing skills, with the ability to influence and build effective working relationships.
• Strong analytical, problem-solving and decision-making skills, with the ability to manage complex customer issues and competing priorities.
• Experience in workforce planning, budgeting, resource management and continuous business improvement.
• Proficiency in Microsoft Office applications and customer relationship or business management systems.
• Experience delivering customer services across multiple channels, with a focus on achieving positive customer outcomes.

What We Offer

• Temporary full-time opportunity – 70 hours per fortnight – 11 January 2027 to February 2028
• Salary from $123,309.56 to $142,869.72 p.a., plus 12% superannuation (negotiated based on skills & experience)
• Located in Hurstville CBD – 5 min walk from station
• Council benefits include:
• Flexible working arrangements, including hybrid work (after probation), flexible start and finish times, and the option of a 9-day fortnight
• Generous leave entitlements, including 4 weeks annual leave, 1-week MyLeave (supporting your health and wellbeing)
• Access to Fitness Passport for you and your family
• Ongoing learning and development opportunities, including a Sponsored Study Program
• Employee Rewards Program
• Confidential Employee Assistance Program
• A supportive and collaborative team environment

Key dates:

Closing Date: Wednesday, 11 November 2026 at 11:59pm AEDT
Interview Date: Week commencing 23 November 2026
Commencement Date: Monday, 11 January 2027

Offers of employment at Georges River Council are contingent upon satisfactory results of a thorough background check.

Please note youmust be an Australian or New Zealand citizen,a permanent resident, orhold unlimited working rights in Australia (no visa restrictions)to apply for this position.

Georges River Council is a progressive, people-focused organisation with 600 dedicated staff delivering exceptional services to our diverse and vibrant community. Our vision is to be 'naturally connected to place, community, and Country'. We are committed to creating accessible green, and liveable spaces, nurturing creativity, protecting the natural environment, and building a thriving local economy.

We foster our values of Accountability, Professionalism, Unity and Honesty and take pride in promoting the image of Council in the community.

We are committed to building a workplace culture that values diversity and inclusion, and welcome applications from Aboriginal and Torres Strait Islander people, workers of all ages, people with disabilities, people who identify as LGBTQIA+ and those from culturally and linguistically diverse backgrounds.

At Georges River Council we are committed to putting children first and championing child safety within our community. We actively advocate for the rights of children and young people and will uphold our commitment as a child safe organisation.