Customer Experience Leader — Transform & Lead Service

Council Jobs; Burwood; Hybride; AUD 110 000 - 131 000; Plein temps

Avantages offerts par ce poste

Health & Wellbeing initiatives

Fitness Passport membership

Employee Assistance Program (EAP)

Flexible working arrangements (WFH & R

Résumé du poste

Burwood Council is seeking a Coordinator Customer Experience to lead a high-performing team and drive innovations that simplify journeys for our diverse community. This permanent, full-time role is based in Burwood with hybrid working options and a strong focus on customer-centred transformation.

You will use insights to shape service design, maintain quality standards, and collaborate across Council to deliver accessible services that meet evolving community needs.

Qualifications

• Customer-focused leader who improves experiences and drives change.
• Experience leading customer service teams with accountability and engagement.
• Proven experience delivering customer experience improvements using insights.
• Strong project and change management capability from concept to delivery.
• Analytical, data-driven mindset using feedback and metrics to improve.
• Experience with CRM systems, digital platforms and customer technologies.

Responsabilités

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

Connaissances

Leadership

Customer service

Change management

Data analysis

CRM familiarity

Stakeholder engagement

Communication

Governance/compliance understanding

Accessibility & inclusion

Formation

Relevant qualifications or equivalent experience

Outils

CRM systems

Description du poste

Burwood Council is seeking a Coordinator Customer Experience to lead a high-performing team and drive innovations that simplify journeys for our diverse community. This permanent, full-time role is based in Burwood with hybrid working options and a strong focus on customer-centred transformation.

You will use insights to shape service design, maintain quality standards, and collaborate across Council to deliver accessible services that meet evolving community needs.