Coordinator - Customer Experience Services

Maranoa Regional Council; Roma; On-site; AUD 75,000 - 101,000; Full time

Benefits offered by this job

Long service leave after seven years

Five weeks of annual leave annually

Ten weeks paid parental leave

Twenty weeks half pay parental leave

Sick leave annually

Salary sacrifice facilities

Employee Assistance Program - 24 hour

Discounted gym memberships

Discounted health insurance

Job summary

Maranoa Regional Council in Roma, Queensland is seeking a Coordinator - Customer Experience Services to lead a visible, community-facing function. You will shape standards, practices and culture across locations and channels, driving improvements in how customer matters are understood and acted upon.

You will oversee front-of-house service, coordinate across customer service centres and partner services, manage systems guidance and training, and deliver reports that inform management decisions.

Responsibilities

• Lead and develop a welcoming, professional and capable Customer Experience function, with responsibility for day-to-day operations, service standards, work practices and continuous improvement across customer-facing channels.
• Set priorities and coordinate service delivery across customer service centres, phone, digital and written channels, with a focus on consistency, accessibility and practical solution-based outcomes for customers.
• Champion Council's customer service standards and support a service culture where customers feel heard, understood and assisted.
• Lead, guide and develop the Customer Experience team, including rostering, workflow coordination, onboarding, training, performance support, capability development and day-to-day operational decision-making.
• Act as an escalation point for complex or sensitive customer matters, using judgement and initiative to support constructive resolution, clear ownership and appropriate handover to responsible service areas.

Job description

About Maranoa Regional Council

Maranoa Regional Council is an inclusive, proud and connected community, attracting and embracing opportunity to forge a strong future for generations to come. We support our individual communities to grow while building one strong connected region that partners with people, business and industry to thrive.

Discover the Maranoa Region

HOME - Roma Queensland

Why it is worth working at Maranoa Regional Council?

• Permanent, Full-Time Position
• Stream A, Level 6 - $87,702.10 per annum
• Maranoa locality allowance $72.00 per fortnight
• Work a 9-day fortnight with a Rostered Day Off.
• Access Long service leave after seven (7) years
• Five weeks of annual leave annually
• Ten weeks (full pay) paid parental leave, twenty weeks (half pay) paid parental leave
• Three weeks sick leave annually
• Salary sacrifice facilities (rural remote rent assistance, novated leasing, additional super contributions)
• Employee Assistance Program - free 24 hour nationwide confidential personal or work-related counselling services for employees and their families.
• Discounted Gym Memberships at PCYC and Snap Fitness
• Discounted Health Insurance through Bupa

About The Role

The Coordinator - Customer Experience Services leads a highly visible community-facing function that helps residents, visitors, businesses and community organisations connect with Council and supported agency services.

The role shapes the standards, work practices and service culture that guide customer experience across Council's service locations and channels, while strengthening the systems, people and insights that help customer matters be understood, followed through and used to improve service delivery.

Key Responsibilities

Customer Experience Leadership

• Lead and develop a welcoming, professional and capable Customer Experience function, with responsibility for day-to-day operations, service standards, work practices and continuous improvement across customer-facing channels.
• Set priorities and coordinate service delivery across customer service centres, phone, digital and written channels, with a focus on consistency, accessibility and practical solution-based outcomes for customers.
• Champion Council's customer service standards and support a service culture where customers feel heard, understood and assisted.
• Lead, guide and develop the Customer Experience team, including rostering, workflow coordination, onboarding, training, performance support, capability development and day-to-day operational decision-making.
• Act as an escalation point for complex or sensitive customer matters, using judgement and initiative to support constructive resolution, clear ownership and appropriate handover to responsible service areas.

Customer Channels, Service Breadth & Community Access

• Oversee the Customer Experience team's role in supporting a broad range of customer-facing services, including enquiries, payments, receipting, customer requests, facility and venue hire, and related administrative support.
• Support consistent front-of-house service across Council locations, recognising the importance of local access, community connection and the first impression customers have of Council.
• Coordinate the delivery or support of agency and partner services, including Australia Post.
• Work with relevant Council areas to shape customer-facing information, service handovers and referral pathways so they remain clear, current, practical and aligned to community needs.

Customer Requests, Systems & Training

• Act as the key operational user and practical support point for Council's customer interaction and customer request systems.
• Guide Customer Experience Officers, administration staff and other Council users to record, allocate, update and close customer requests accurately and consistently.
• Coordinate hands‑on system guidance, simple user resources, onboarding support and refresher training for customer service and customer request tools.
• Monitor customer request queues, service trends and recurring issues, following up with users or service areas and escalating matters that require clarification, action or improvement.
• Prepare customer service reports, dashboards and data summaries, identifying patterns and practical improvement opportunities for the Coordinator and relevant work areas.

Customer Requests, Systems & Staff Capability

• Act as the principal operational lead for Council's customer interaction and customer request systems, championing their effective use as core tools for receiving, allocating, tracking and following through customer matters across the organisation.
• Provide subject matter advice on customer request processes, service standards, system use, data quality, reporting expectations and opportunities to improve the way customer matters are managed across Council.
• Influence and support staff across Council, including administration staff, operational teams and managers, to use customer request systems consistently and confidently.
• Develop, review and oversee training, guidance materials and refresher support for customer service and customer request systems, with the Lead Customer Experience Officer playing a practical super-user role.
• Monitor customer request activity, trends, recurring issues and service performance, and use these insights to guide follow-through, service improvement and management decision-making.

Service Improvement, Insights & Relationships

• Use customer feedback, request data and service insights to identify, lead and influence improvements to customer journeys, service information, processes and staff support.
• Work with managers and service areas to strengthen how customer interactions are handled across Council, align service practices and keep the Customer Experience function connected to operational needs.
• Prepare and present meaningful service reports, trends and improvement opportunities to support management decision-making and organisational learning.
• Lead the practical implementation of Council's Customer Experience strategy, service standards and improvement initiatives within the function.

Facility Bookings & Business Support

• Coordinate the customer-facing administration of facility and venue hire processes, including booking support, customer guidance, receipting, records and issue follow-up.
• Work with Facilities and Property Services and other relevant areas to support a smooth experience for hirers and clear handling of maintenance, access, bonds and approved fee arrangements.
• Ensure business documents, customer correspondence and service records are captured in Council's approved systems and managed with appropriate confidentiality and care.

For full details of this position, please ensure you download the attached Position Description, which provides the detailed responsibilities and required skills, experience and qualifications.

Additional Information

MRC reserves the right to close or withdraw vacancies before the advertised closing date, or extend the closing date, without prior notice. The preferred candidate must have the legal right to work in Australia and will be required to undertake a Criminal History Check and a pre-employment medical assessment to assess their ability to perform the genuine occupational requirements of the position.

For More Information

Website: www.maranoa.qld.gov.au

Telephone: [phone]

Maranoa Regional Council is an equal opportunity employer, and we encourage applications from candidates of all backgrounds. We actively support diversity and inclusion in our workplace