Customer Experience Architect – Events & Contact Centre

Australian Grand Prix Corporation; Melbourne; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

16 weeks paid parental leave

Event leave after major events

Ticket allocations for AGPC events

Flexible working arrangements

Employee Assistance Program (EAP)

Training & development programs

Job summary

Australian Grand Prix Corporation in Melbourne is seeking a Customer Experience Coordinator to lead the day-to-day operation of our Contact Centre and ensure a high-quality customer experience across events, products and channels. This 12-month, full-time role sits in the Membership team and reports to the Division Manager – Membership.

You will drive onboarding readiness for onsales, manage workflows and escalation, and monitor service levels, response times and customer satisfaction while

Qualifications

• Minimum 2-3 years' experience in customer service, contact centre operations, membership, ticketing, events or a related customer-facing environment.
• Demonstrated experience managing enquiry workflows, complex cases, complaints, escalations, knowledge resources and service quality across multiple channels.
• Experience using customer service, CRM and ticketing platforms with the ability to manage enquiries, workflows and customer data across multiple systems.
• Excellent communication, problem-solving and organisational skills, with the ability to manage competing priorities and deliver outstanding customer experiences in a fast-paced environment.

Responsibilities

• Lead the day-to-day operation of the AGPC Contact Centre, managing inbound and outbound customer interactions across all channels (email, web, phone, messaging)
• Manage workflows, inbox triage, routing and escalation processes to ensure timely and accurate responses
• Ensure all customer interactions are delivered in a consistent, professional and customer-first tone, aligned to brand and CX principles
• Coordinate contact centre readiness for onsales, campaigns, major customer communications and event delivery
• Track and report on service levels, response times, resolution rates, and customer satisfaction metrics
• Drive first-contact resolution, minimise customer effort and ensure customers receive clear next steps and ownership of their enquiry
• Act as the interface between customer service, membership and ticketing operation

Skills

Customer service

Contact centre operations

CRM

Ticketing

Communication

Tools

Dynamics

Archtics

Ticketmaster

Job description

Australian Grand Prix Corporation – Melbourne VIC

Are you looking to accelerate your career?

Life with AGPC will see you join a team of talented individuals who pride themselves on staging two iconic motorsport events: the Formula 1® Australian Grand Prix in Melbourne, and the Australian Motorcycle Grand Prix in Phillip Island.

We are a dedicated team who enjoy working on the best of sport, events, and entertainment being internationally recognised and respected leaders in our field. Our fun and dynamic environment means our employees are constantly surrounded by unique experiences as well as a high-performing team of innovators, and we need one more.

Life in the fast lane

As our Customer Experience Coordinator, you will be joining the Membership team who make up part of the Commercial Division.

This is a full-timefixed-termposition (12 months),based at our head office in St Kilda.

Reporting to the Division Manager – Membership, the Customer Experience Coordinator supports the delivery of a consistent, responsive and high-quality customer experience across AGPC’s events, products and customer channels.

Additionally, you will:

Lead the day-to-day operation of the AGPC Contact Centre, managing inbound and outbound customer interactions across all channels (email, web, phone, messaging)

Manage workflows, inbox triage, routing and escalation processes to ensure timely and accurate responses

Ensure all customer interactions are delivered in a consistent, professional and customer-first tone, aligned to brand and CX principles

Coordinate contact centre readiness for onsales, campaigns, major customer communications and event delivery

Track and report on service levels, response times, resolution rates, and customer satisfaction metrics

Drive first-contact resolution, minimise customer effort and ensure customers receive clear next steps and ownership of their enquiry

Act as the interface between customer service, membership and ticketing operation

What you'll bring to the role:

Minimum 2-3 years' experience in customer service, contact centre operations, membership, ticketing, events or a related customer-facing environment.

Demonstrated experience managing enquiry workflows, complex cases, complaints, escalations, knowledge resources and service quality across multiple channels

Experience using customer service, CRM and ticketing platforms, with the ability to manage enquiries, workflows and customer data across multiple systems.

Excellent communication, problem-solving and organisational skills, with the ability to manage competing priorities and deliver outstanding customer experiences in a fast-paced environment.

Experience using acustomer communication platform, alongside CRM and ticketing systems (Dynamics, Archtics, Ticketmaster) is desirable.

A current Police Check and Victorian Working with Children Check (Employee), or be willing to obtain

Please view our website to view the Position Description - https://www.grandprix.com.au/en/about/employment

View from the driver's seat

At AGPC, we value work-life balance and want to drive change in our work environment too. We have a wide range of benefits that are designed to create value, including but not limited to:

16weeks of paid parental leave and paid ‘keep in touch’ days

Additional event leave following the Australian Formula 1® and MotoGP™ events

Ticket allocations to employees for the Australian Formula 1® and MotoGP™ events

Flexible working arrangements

Employee Assistance Program (EAP)

Employee training & development programs

Clickhereto learn more about our employment offering and culture here at the Australian Grand Prix Corporation.

Want to be first across the finish line?

Applications will be reviewed as they are received, so do not delay in applying!

At AGPC, we are racing to empower an inclusive and diverse workforce, so we openly welcome candidates to apply who may require adjustments or extra support to fully participate in the recruitment process. For support, please reach out to***************@grandprix.com.au.

We also welcome creative ideas to make your application stand out! Feel free to use the upload field for personalised submissions, including video introductions.

AGPC is committed to promoting and maintaining a diverse workforce and an inclusive workplace by encouraging a culture of respect, dignity and openness to other’s differences and perspectives. We welcome applicants who bring their whole and true self to work regardless of gender identity or sexual orientation, race, age, disability status, or family and caring responsibilities.

To work at AGPC, you will be required to supply/undertake an National Police Check, a Victorian Working with Children Check (Employee) and comply with Child Safety standards.You may also be required to complete a Declaration of Pre-Existing Injuries and Medical Conditions, supply evidence of Right to work and an International Police Check, if required.

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