Coordinator Customer Support

Cardinia Shire Council; City of Melbourne; Hybrid; AUD 115,000 - 140,000; Full time

Benefits offered by this job

Hybrid work model

Leadership development

Work-life balance

Sustainability focus

Professional growth opportunities

Job summary

Cardinia Shire Council in Melbourne is seeking a Coordinator Customer Support to lead a high-performing team and deliver outstanding service to a growing community. You will leverage customer insights and operational data to drive improvements and shape the customer experience across the organisation.

Collaboration with colleagues across Council will establish a rhythm for performance, quality assurance, and service delivery, while guiding change through a customer-first culture and strong

Qualifications

• Leadership experience managing and developing teams in customer service or contact centre environments.
• Specialist expertise in contact centre operations, multi‑channel delivery (phone, email, webchat, social).
• Experience establishing and leading operational rhythm, workforce performance, reporting and QA.
• Strong analytical skills to interpret feedback, data and trends for service improvement.
• Exceptional stakeholder engagement and relationship-building across organisational levels.
• Sound financial management skills, including budgets and resource management.
• Tertiary qualification in business or related discipline, or extensive equivalent experience.

Responsibilities

• Lead, coach and develop a customer support team delivering exceptional service across channels.
• Use insights and performance data to drive service improvements and informed decisions.
• Oversee day-to-day operations, performance and quality assurance of Customer Support.
• Drive continuous improvement initiatives and systems enhancements.
• Foster partnerships across Council to promote a customer-centric culture.

Skills

Leadership

Contact centre ops

Workforce analytics

Stakeholder engagement

Financial management

Team development

Strategic thinking

Education

Bachelor's degree in business or related field

Job description

• Starting from $127,722 + super+ monthly day off
• Full-time Ongoing role
• Play a pivotal leadership role in enhancing the customer experience for a growing and diverse community.
• Lead a dedicated team while influencing strategic service improvement and organisational transformation initiatives.
• Join a collaborative, values-driven organisation that is committed to continuous improvement,innovation and service excellence.
• Enjoy opportunities for professional growth, leadershipdevelopment and the ability to make a lasting impact across the organisation.

About Us

As one of Victoria’s fastest‑growing municipalities, Cardinia Shire Council is an innovative and community‑focused organisation committed to delivering high‑quality services for our residents. We’re driven by curiosity, continuous improvement, and a genuine passion for creating a thriving, connected, and sustainable place to live and work.

We’re invested in our people and champion a culture where diverse perspectives are valued, learning is encouraged, and your contribution has real impact. If you’re motivated, community‑minded, and looking to build a meaningful career in local government, you’ll find opportunity and purpose here at Cardinia

About the opportunity

This is a unique opportunity to lead the delivery of exceptional customer experiences for one of Victoria's fastest-growing communities. As Coordinator Customer Support, you will inspire and develop a high‑performing customer service team, leveraging customer insights and operational data to drive innovation, continuous improvement and service excellence. You'll play a pivotal role in shaping how our community experiences Council, championing a customer‑first culture and influencing the future direction of customer service across the organisation.

You will make an impact by

• Leading, coaching and developing a customer support team that delivers exceptional service across multiple customer channels.
• Using customer insights, performancemetrics and operational data to drive service improvements and informed decision‑making.
• Overseeing the day-to-day operations,performance and quality assurance of Council’s Customer Support function.
• Driving continuous improvement initiatives, systemsenhancements and customer service innovation across the organisation.
• Building strong partnerships across Council to foster a customer‑centric, responsive and accountable culture.

What you will bring

• Demonstrated leadership experience managing and developing teams within a customer service or contact centre environment.
• Specialistexpertise in contact centre operations, technology, metrics and multi‑channel customer service delivery, including phone, email, webchat and social media.
• Proven experienceestablishing and leading the operational rhythm of a customer support or contact centre function, including workforce performance, reporting and quality assurance.
• Strong analytical skills with the ability to interpret customer feedback, performancedata and trends to identify opportunities for service improvement.
• Exceptional stakeholder engagement,communication and relationship‑building skills, with the ability to influence and collaborate across all levels of an organisation.
• Soundfinancial management skills, including experience managing budgets, resources and operational performance targets.
• Relevant tertiary qualifications in business, customer service, administration or a related discipline, or extensive equivalent industry experience.

Why work with us

• Activity based and hybrid work model.
• Opportunities to work on innovative and impactful initiatives that make a real difference to the community.
• Professional development opportunities, including training and education programs, and leadership development initiatives.
• A commitment to sustainability and environmental stewardship, with initiatives to reduce the Council's carbon footprint and promote sustainable practices in the community.
• A focus on work‑life balance, with programs and initiatives designed to support employees' physical and mental well‑being.
• Discover these benefits and how we support and value our employees throughout their career journey.

Cardinia Shire Council is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier‑free recruitment process. We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTIQ+ and people from culturally diverse backgrounds to explore career opportunities with Cardinia Shire Council. If you have any support or access requirements, we encourage you to advise us at the time of application by contacting us on 1300 787 ***.

All successful applicants will be required to undertake a National Police Check and pre‑employment medicals. Certain positions may also require a Financial Background Check, Traffic Check or Working with Children Check.

You must have valid Australian Working Rights to be considered for this role.