Coordinator - Customer Experience Services

Maranoa; Roma; On-site; AUD 79,000 - 96,000; Full time

Benefits offered by this job

Long service leave

Five weeks annual leave

Nine-day fortnight with RDO

Salary sacrifice facilities

Employee Assistance Program

Discounted gym memberships

Discounted health insurance

Job summary

Maranoa Regional Council is seeking a Coordinator - Customer Experience Services to lead a high-visibility, community-facing function in Roma. You will shape standards, processes and culture for customer experience across locations and channels, and drive systems, people and insights to improve service delivery.

The role leads a team, manages rostering, training and day-to-day operations, and serves as escalation point for complex customer matters to ensure timely resolution and accountable

Qualifications

• Experience leading a customer experience function.

Responsibilities

• Lead and develop the Customer Experience function, day-to-day operations, service standards and continuous improvement.
• Coordinate service delivery across centres, phone, digital and written channels.
• Champion council's customer service standards and a service-oriented culture.
• Lead, guide and develop the Customer Experience team including rostering and training.
• Act as escalation point for complex customer matters and ensure proper handover.

Job description

Coordinator - Customer Experience Services

Location: Roma

Compensation: Fortnightly payment. Annual salary AUD $87,700.00 - $87,700.00

Employment type: Permanent, Full-Time

Work Arrangement: On-site

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.

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 ahighly visible community-facing function that helps residents, visitors,businesses and community organisations connect with Council and supportedagency services.

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

Key Responsibilities

Customer Experience Leadership

• Leadand develop a welcoming, professional and capable Customer Experience function,with responsibility for day-to-day operations, service standards, workpractices and continuous improvement across customer-facing channels.
• Setpriorities and coordinate service delivery across customer service centres,phone, digital and written channels, with a focus on consistency, accessibilityand practical solution-based outcomes for customers.
• ChampionCouncil's customer service standards and support a service culture wherecustomers feel heard, understood and assisted.
• Lead,guide and develop the Customer Experience team, including rostering, workflowcoordination, onboarding, training, performance support, capability developmentand day-to-day operational decision-making.
• Actas an escalation point for complex or sensitive customer matters, usingjudgement and initiative to support constructive resolution, clear ownershipand appropriate handover to responsible service areas.

Customer Channels, Service Breadth & Community Access

Overseethe Customer Experience team's role in supporting a broad range ofcustomer-facing services, including enquiries, payments, receipting, customerrequests, facility and venue hire, and related administrative support.

• Supportconsistent front-of-house service across Council locations, recognising theimportance of local access, community connection and the first impressioncustomers have of Council.
• Coordinatethe delivery or support of agency and partner services, including AustraliaPost.
• Workwith relevant Council areas to shape customer-facing information, servicehandovers and referral pathways so they remain clear, current, practical andaligned to community needs.

Customer Requests, Systems & Training

• Actas the key operational user and practical support point for Council's customerinteraction and customer request systems.
• GuideCustomer Experience Officers, administration staff and other Council users torecord, allocate, update and close customer requests accurately andconsistently.
• Coordinatehands-on system guidance, simple user resources, onboarding support andrefresher training for customer service and customer request tools.
• Monitorcustomer request queues, service trends and recurring issues, following up withusers or service areas and escalating matters that require clarification,action or improvement.
• Preparecustomer service reports, dashboards and data summaries, identifying patternsand practical improvement opportunities for the Coordinator and relevant workareas.

Customer Requests, Systems & Staff Capability

• Actas the principal operational lead for Council's customer interaction andcustomer request systems, championing their effective use as core tools forreceiving, allocating, tracking and following through customer matters acrossthe organisation.
• Providesubject matter advice on customer request processes, service standards, systemuse, data quality, reporting expectations and opportunities to improve the waycustomer matters are managed across Council.
• Influenceand support staff across Council, including administration staff, operationalteams and managers, to use customer request systems consistently andconfidently.
• Develop,review and oversee training, guidance materials and refresher support forcustomer service and customer request systems, with the Lead CustomerExperience Officer playing a practical super-user role.
• Monitorcustomer request activity, trends, recurring issues and service performance,and use these insights to guide follow-through, service improvement andmanagement decision-making.

Service Improvement, Insights & Relationships

• Usecustomer feedback, request data and service insights to identify, lead andinfluence improvements to customer journeys, service information, processes andstaff support.
• Workwith managers and service areas to strengthen how customer interactions arehandled across Council, align service practices and keep the CustomerExperience function connected to operational needs.
• Prepareand present meaningful service reports, trends and improvement opportunities tosupport management decision-making and organisational learning.
• Leadthe practical implementation of Council's Customer Experience strategy, servicestandards and improvement initiatives within the function.

Facility Bookings & Business Support

• Coordinatethe customer-facing administration of facility and venue hire processes,including booking support, customer guidance, receipting, records and issuefollow-up.
• Workwith Facilities and Property Services and other relevant areas to support asmooth experience for hirers and clear handling of maintenance, access, bondsand approved fee arrangements.
• Ensurebusiness documents, customer correspondence and service records are captured inCouncil's approved systems and managed with appropriate confidentiality andcare.

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 beforethe 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.

Maranoa Regional Council is an equal opportunityemployer, and we encourage applications from candidates of all backgrounds. Weactively support diversity and inclusion in our workplace