Customer Experience Ops Lead — Service Excellence Champion

Munro Footwear Group; Sydney; Hybrid; AUD 123,000 - 143,000; Full time

Benefits offered by this job

Hybrid work after probation

12% superannuation

4 weeks annual leave

MyLeave

Fitness Passport

Sponsored Study Program

Employee Rewards Program

Confidential Employee Assistance Plan

Job summary

Georges River Council is seeking a Coordinator of Customer Experience Operations to lead a customer-focused team across multiple channels and locations. Reporting to the Manager Customer Experience, you will drive service excellence, oversee day-to-day operations, and ensure a consistent, high-quality experience for residents and visitors.

This temporary full-time role offers hybrid working arrangements after probation, 70 hours per fortnight, and opportunities for professional development and

Qualifications

• Relevant tertiary qualifications or equivalent experience in customer service, business, leadership or a related field.
• Demonstrated leadership of teams in customer service or contact-centre settings.
• Strong communication and stakeholder engagement abilities.
• Analytical, problem-solving and decision-making skills.
• Experience with workforce planning, budgeting or continuous improvement.

Responsibilities

• Lead and develop a high-performing Customer Experience team across council service locations and channels.
• Oversee day-to-day customer service operations, ensuring consistent, high-quality experiences.
• Drive service improvements, innovation and customer experience initiatives.
• Monitor service performance and feedback to identify opportunities for improvement.
• Manage complex customer enquiries, complaints and escalations.

Skills

Leadership

Communication

Analytical thinking

Stakeholder engagement

Report writing

Education

Relevant tertiary qualifications or equivalent experience in customer service, business, leadership or a related field

Job description

Georges River Council is seeking a Coordinator of Customer Experience Operations to lead a customer-focused team across multiple channels and locations. Reporting to the Manager Customer Experience, you will drive service excellence, oversee day-to-day operations, and ensure a consistent, high-quality experience for residents and visitors.

This temporary full-time role offers hybrid working arrangements after probation, 70 hours per fortnight, and opportunities for professional development and