Customer Experience Coordinator

Specialised Linen Services; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Job summary

Specialised Linen Services in Broadmeadows, VIC, is seeking a Customer Experience Coordinator to be the vital link between customers and operations. This hands-on, field-based role focuses on visits, issue identification and turning concerns into practical solutions to protect customer satisfaction.

You will gather feedback, coordinate resolutions with operations, and maintain CRM records while supporting service commitments across our Melbourne team.

Qualifications

• Experience in customer service or administration.
• Strong relationship-building and communication skills.
• Excellent problem-solving skills and a practical approach to resolving issues.
• Ability to work independently and manage competing priorities.
• Confidence handling difficult conversations with operational teams.

Responsibilities

• Visit Melbourne customers and build strong, trusted relationships with key contacts.
• Gather customer feedback and identify emerging service concerns or risks.
• Investigate customer issues and coordinate practical solutions with operational teams.
• Track customer actions through to completion and keep customers updated.
• Work closely with Service Coordinators, Production and Transport to deliver customer commitments.
• Maintain accurate CRM records, visit schedules, action logs and regular customer reporting.

Skills

Customer service

Relationship building

Communication

Problem solving

Independent working

Driver’s licence

CRM

Microsoft Office

Tools

CRM

Microsoft Office

Job description

Specialised Linen Services – Broadmeadows VIC

Build Strong Customer Relationships. Solve Problems. Make an Impact.

Competitive Salary + Super + Exciting Benefits

SPL is looking for a Customer Experience Coordinator to join our Melbourne team and become a key link between our customers and operational teams. This is a hands‑on, field‑based role for someone who enjoys being out with customers, understanding what is really happening at site and turning customer concerns into practical solutions. You’ll help identify issues early, coordinate resolutions and strengthen the customer experience before concerns become complaints.

What You’ll Be Doing

• Visit Melbourne customers and build strong, trusted relationships with key contacts.
• Gather customer feedback and identify emerging service concerns or risks.
• Investigate customer issues and coordinate practical solutions with operational teams.
• Track customer actions through to completion and keep customers updated.
• Work closely with Service Coordinators, Production and Transport to deliver customer commitments.
• Maintain accurate CRM records, visit schedules, action logs and regular customer reporting.

What We’re Looking For

• Experience in customer service, customer engagement or administration.
• Strong relationship‑building and communication skills.
• Excellent problem‑solving skills and a practical approach to resolving issues.
• Ability to work independently, make sound decisions and manage competing priorities.
• Confidence managing difficult conversations and working collaboratively with operational teams.
• Strong organisational skills, attention to detail, CRM and Microsoft Office capability, plus a current driver’s licence.

Why Join SPL?

• Make a Difference to Customers
• Be Out Where the Action Happens
• Grow With a Rapidly Evolving Business

About SPL

SPL provides linen services to customers in the accommodation, healthcare and mining sectors. SPL has grown rapidly over the past four years with over 1,000 employees, 15 fixed locations and 7 Linen Hubs and counting. Boasting the two largest laundries in the Southern Hemisphere, SPL has a vision to become a world‑class provider through innovation. SPL continually invests in technology to help customers manage their linen circulation and spend while achieving the smallest carbon footprint possible.

SPL acknowledges that those with diverse experiences, perspectives and backgrounds enhance our workplace and our capability for innovation. Applications from Aboriginal and/or Torres Strait Islander Peoples, People with Disability and LGBTQIA+ people are encouraged to apply for any advertised position they may be suitable for within SPL.