Customer Experience Training & Quality Officer

City of Charles Sturt; Adelaide; On-site; AUD 85,381 - 104,354; Full time

Job summary

A local government organization in South Australia seeks a Customer Experience Training and Quality Officer to enhance customer service quality across its operations. The successful candidate will be responsible for training frontline teams, monitoring service interactions, and supporting a customer-first culture. Ideal applicants will have experience in coaching and quality monitoring, alongside qualifications in relevant fields. This full-time, fixed term role offers a salary of $94,868 annually plus super, with applications due by 9am, Monday 2 February 2026.

Qualifications

• Experience in coaching and training frontline customer service staff in a contact centre.
• Strong capability in quality monitoring and performance feedback.
• Ability to develop training materials aligned with quality goals.

Responsibilities

• Deliver induction and ongoing training to frontline teams.
• Monitor service interactions and verify data quality.
• Provide targeted coaching to drive continuous improvement.

Skills

Coaching and training frontline customer service staff

Quality monitoring

Call coaching

Performance feedback

Excellent communication skills

Organisational skills

Proficiency in Microsoft Office

Solution-focused mindset

Education

Qualification in customer service, training, quality, or a related field

Tools

Salesforce

Genesys Cloud

Qualtrics

Job description

We are seeking a Customer Experience Training and Quality Officer to play a key role in strengthening customer service capability and quality across the organisation, with a strong focus on delivering an exceptional Customer Experience.

Reporting to the Customer Experience Lead, this role partners closely with frontline teams to deliver induction and ongoing training, monitor service interactions, verify data quality, and provide targeted coaching that drives continuous improvement.

You’ll play a key role in ensuring the community receives accurate, relevant and high‑quality information across all customer touchpoints. The role also contributes directly to customer service delivery and provides support for escalated matters, helping to embed a customer‑first culture throughout the organisation.

If you’re passionate about developing people, improving service quality and supporting teams to perform at their best, we’d love to hear from you.

About You

This opportunity would suit someone who thrives in a hands‑on training and quality role, enjoys working closely with frontline teams, and is motivated by improving customer outcomes through coaching, feedback, and continuous improvement.

To succeed, you’ll bring:

• A qualification in customer service, training, quality, or a related field (or equivalent experience).
• Experience coaching and training frontline customer service staff in a contact centre or multi‑channel environment (essential).
• Strong capability in quality monitoring, call coaching and performance feedback.
• Confidence using CRM and contact centre platforms, experience with Salesforce, Genesys Cloud and Qualtrics is considered highly advantageous.
• Excellent communication skills, with the ability to facilitate training and provide clear, constructive feedback.
• Proven ability to develop practical training materials and resources aligned to quality and customer experience goals.
• Strong organisational skills and the ability to juggle multiple priorities in a fast‑paced environment.
• A collaborative, solution‑focused mindset with a passion for continuous improvement and customer excellence.
• Proficiency in Microsoft Office and corporate systems.

About Our Organisation

The City of Charles Sturt is a vibrant community home to more than 120,000 people across 105 different cultures. We champion unity in diversity and strive to reflect our community within our workforce – wherever you are from, you are home in the City of Charles Sturt.

We prioritise customer and employee experience and foster a supportive environment where everyone belongs. With over 500 employees, our people and our community “Means the World” to us which highlights the importance of our places, our people and our service to the community.

Our workplaces and the way we work demonstrate and ensure our commitment to customer experience excellence, productivity and our commitment to providing employees with opportunities to balance their working and personal lives. Visit our careers page to explore the benefits of joining our team and talk to us about what flexibility works for you.

About Our Team

The Community Engagement and Experience portfolio keeps our community informed and engaged through digital and traditional media and engagement channels including our website, social media, community engagement platforms and customer experience and service. Our team connects with and serves our community by sharing stories, promoting services and responding to customer enquiries and requests.

The Detail

The position is offered on a full‑time, fixed term contract basis, subject to parental leave provisions, concluding on 26 February 2027 and is classified at Level 4, with a starting salary of $94,868 per annum + Super + Annual Leave Loading.

Click ‘Apply’ to submit your application for this vacancy by 9am, Monday 2 February 2026.

For further information about this vacancy, please click on ‘Apply’ to be taken to our Careers page to view the position description.

Enquiries about this position may be made to the following:

Jasmine Yates, Acting Customer Experience Lead