Customer Insights And Engagement Coordinator

Mission Australia; Hobart; On-site; AUD 78,000 - 96,000; Full time

Benefits offered by this job

Salary packaging

Counselling services

Volunteering opportunities

Additional annual leave

Leave on mission anniversaries

Job summary

Mission Australia is seeking a Customer Insights and Engagement Coordinator to coordinate tenant engagement initiatives, survey programs and communications across Housing Operations nationwide.

You will analyse customer insights, translate feedback into service improvements, and collaborate with regional teams to drive meaningful tenant experiences across Australia.

Qualifications

• Experience in community service/engagement, communications, or customer service with administrative support.
• Experience creating, coordinating and managing social media content and campaigns.
• Willing to travel nationally, up to one week every 2-3 months.
• Ideally of relevant tertiary qualifications in Marketing, Communications, Business, or Community Service.
• Ability to build positive relationships with diverse stakeholders.
• Highly organised with excellent time management.
• Proficient in Microsoft Office and comfortable learning new systems.

Responsibilities

• Lead tenant feedback and insights programs, coordinating national surveys and translating feedback into actionable recommendations.
• Develop and deliver engaging tenant communications across multiple channels.
• Manage and enhance the Tenant Voice Framework to inform decision-making.
• Create high-quality content and reporting materials highlighting outcomes.
• Build strong stakeholder relationships and support engagement activities.

Skills

Community engagement

Communications

Social media campaigns

Travel readiness

Relationship building

Organization

Confidentiality

MS Office

Education

Marketing/Communications/Business degree

Tools

Microsoft Office

Word

Excel

PowerPoint

Job description

• Permanent Full-Time Position
• Location: Rosny Park, TAS, 7018 or Kingswood, NSW, 2747
• Starting at $87,000 + Super + NFP Salary Packaging Benefits
• Make a meaningful difference to the lives of Australians in need

Life at Mission Australia

When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive. United by our Christian purpose and values, we advocate for a fairer Australia, to meet the growing needs of people across the country. Together we are building hope and possibility for all.

Find out more about us and our purpose.

Your opportunity

As the Customer Insights and Engagement Coordinator, you will play a key role in ensuring tenant voices are heard and used to shape better services across Mission Australia Housing. This national role is responsible for coordinating tenant engagement initiatives, customer feedback programs, surveys and communications that help improve the tenant’s experience and strengthen community participation.

Working closely with regional teams and stakeholders, you will support the delivery of meaningful engagement activities, develop clear and engaging communications, analyse customer insights, and help translate feedback into practical service improvements. This is an exciting opportunity for someone who is passionate about customer experience, community engagement and communications, and who enjoys building relationships, creating impactful content and helping drive positive outcomes for tenants and communities across Australia.

Your key responsibilities will be to:

• Lead tenant feedback and insights programs, coordinating national surveys, analysing results, and translating customer feedback into actionable recommendations that improve services and tenant experience.
• Develop and deliver engaging tenant communications, including large-scale campaigns, newsletters, digital content, social media communications, and promotional materials across multiple channels.
• Manage and enhance the Tenant Voice Framework, supporting tenant participation through engagement initiatives, feedback forums and the National Tenant Voice Committee to ensure tenant perspectives inform decision-making.
• Create high-quality content and reporting materials, including tenant stories, case studies, annual report contributions, and regulatory submissions that highlight customer outcomes and support organisational objectives.
• Build strong stakeholder relationships and support engagement activities, collaborating with regional teams, tenants, community partners and internal stakeholders to deliver events, strengthen participation, and drive continuous improvement across Housing Operations.

Requirements for success

• Experience in community service/engagement, communications, or customer service with administrative support.
• Demonstrated experience creating, coordinating and managing social media content and campaigns, with the ability to develop engaging posts, monitor audience engagement, and support brand awareness across digital platforms.
• Must be willing to travel nationally on a regular basis to support tenant engagement activities, stakeholder meetings and community initiatives, typically for up to one week every 2-3 months.
• Ideally with relevant tertiary qualifications in Marketing, Communications, Business, or Community Service
• Ability to build positive relationships and engage effectively with diverse stakeholders.
• Highly organised with excellent time management skills and the ability to manage competing priorities in a busy and fast-paced environment.
• Demonstrated ability to maintain confidentiality, exercise discretion, and work accurately while adhering to policies, procedures and compliance requirements.
• Proficient in Microsoft Office (Word, Excel and PowerPoint) and comfortable learning new systems, with a collaborative approach and a passion for delivering positive customer and community outcomes.

Before starting work with us, you will need to undertake a national police history check, qualifications, and referee checks, and have a clearance to work with children/vulnerable people.

Your benefits

To ensure our employees feel valued, empowered, and celebrated, we provide a range of employee benefits including:

• Rewarding work – every day you know you are making a real difference
• Not-for-profit salary packaging, reducing your tax (details via AccessPay)
• Free external, confidential counselling and access to chaplaincy support
• Volunteering opportunities
• Opportunity to purchase additional annual leave
• Extra leave including: Mission Australia Thank You Day & Work Anniversary Day off

Our culture

Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career.

We prioritise the safety and wellbeing of everyone, both within our team and the individuals we serve.

We are committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. So, whoever you are, if you are skilled and actively support our purpose and values, you would be welcome at Mission Australia.

If you live with disability and require support to submit your application , please email [e-mail] or visit our Careers page for additional contact details.

We strongly encourage applications from people who identify as Aboriginal or Torres Strait Islander. For culturally safe support or assistance with your application, please contact us at [e-mail]

Find out more about a career with Mission Australia.