Customer Experience Leader | Hybrid & RDO

Burwood Council; Burwood; Hybrid; AUD 110.000 - 131.000; Vollzeit

Benefits dieser Stelle

Health & Wellbeing initiatives

Fitness Passport

Employee Assistance Program (EAP)

Flexible working (work from home + RDO

Learning & development

Zusammenfassung

Burwood Council is seeking a Coordinator Customer Experience to lead a high-performing team and drive customer-centred transformation across our community. You will deliver innovative service improvements and shape how the council anticipates and responds to diverse community needs.

This role offers flexible work arrangements, including work from home and our RDO scheme, enabling a healthy work-life balance while delivering meaningful outcomes for Burwood and its residents.

Qualifikationen

• Experience leading high-performing customer service teams.
• Proven ability to deliver customer experience improvements.
• Strong change management capability.
• Analytical and data-driven mindset using metrics.
• Confidence working with CRM systems and customer experience technologies.
• Commitment to inclusive, accessible service delivery.

Aufgaben

• Lead a high-performing Customer Service team across call centre and front counter operations.
• Shape the future of customer experience with innovative initiatives.
• Drive service excellence and continuous improvement with quality standards and performance measures.
• Use customer insights to inform decision-making and service design.
• Champion digital transformation to enhance delivery and reduce customer effort.
• Build capability across the organisation and coach teams.
• Lead complex customer resolutions with timely, fair outcomes.
• Collaborate with stakeholders to deliver inclusive services.

Kenntnisse

Customer service leadership

Stakeholder influence

Analytical mindset

Communication skills

CRM systems experience

Ausbildung

Relevant qualifications

Tools

CRM systems

Digital platforms

Customer experience tech

Jobbeschreibung

Burwood Council is seeking a Coordinator Customer Experience to lead a high-performing team and drive customer-centred transformation across our community. You will deliver innovative service improvements and shape how the council anticipates and responds to diverse community needs.

This role offers flexible work arrangements, including work from home and our RDO scheme, enabling a healthy work-life balance while delivering meaningful outcomes for Burwood and its residents.