Customer Insights Coordinator

Yarra Ranges Council; City of Melbourne; Hybrid; AUD 114,000 - 123,000; Full time

Benefits offered by this job

Volunteer leave

Family planning leave

Menstrual and menopause leave

Rostered day off (monthly)

Hybrid work arrangements

Job summary

Yarra Ranges Council is seeking a Customer Insights Coordinator who will lead a team of around 10 people responsible for gathering and analysing customer feedback, complaints, and service data to identify opportunities to enhance the customer experience. You will translate insights into actionable recommendations and drive improvement projects while ensuring data accuracy in the Name and Address Register.

You will work across the organisation, partnering with Councillors and senior leaders to

Qualifications

• Leadership experience overseeing a small to medium team.
• Experience collecting, analysing and interpreting customer feedback, complaints and service data.
• Ability to turn complex information into clear insights, practical recommendations and improvement actions.
• Experience leading projects or introducing processes that improve customer service and satisfaction.
• Strong knowledge of effective complaint handling and case management practices.
• Experience maintaining customer records, with a focus on data accuracy, completeness and privacy.
• Ability to build trusted working relationships across different teams and levels of an organisation.
• Strong communication skills, including the ability to explain information clearly and provide practical advice.
• The ability to influence others, establish clear expectations and maintain accountability for agreed actions.
• Experience supporting teams through changes to processes, systems or ways of working.
• The ability to identify emerging customer needs, service risks and technology trends and use this information to inform decisions.

Responsibilities

• Oversee a wider team that collects and analyses customer feedback, complaints and service data.
• Translate information into clear insights and recommendations for improvement projects.
• Oversee effective complaint case management and maintain data integrity in records.
• Build relationships with teams, Councillors and senior leaders to focus on customer needs.
• Set service standards and support staff through changes to processes to improve customer experience.
• Identify risks and opportunities from customer data and inform decisions.

Skills

Leadership

Data analysis

Complaint handling

Data privacy

Project management

Stakeholder management

Communication

Change management

Customer insights

Job description

As the Customer Insights Coordinator, you will oversee a wider team of approximately 10 employees that look after the collection and analysis of customer feedback, complaints, and service data that identify opportunities to improve the customer experience. You will translate this information into clear insights and recommendations, initiate improvement projects, oversee effective complaint case management, and maintain the accuracy and integrity of customer information held in Council’s Name and Address Register.

Working across the organisation, you will build strong relationships with teams, Councillors and senior leaders to maintain a consistent focus on customer needs. You will set clear service standards, support staff through changes to customer-focused processes, provide informed advice, and help ensure customer experience risks and improvement opportunities are identified early and acted on.

This is a full-time temporary Band 7 role until February 2028 (38 hours per week, parental leave backfill) with a salary range between $113,573 and $122,528 per annum, plus superannuation.

Support work-life balance with the option of a monthly rostered day off and hybrid working arrangements.

Generous leave options such as volunteer leave, family planning and menstrual and menopause leave.

Opportunities for professional development and to take on temporary roles in other teams to grow your skills and experience.

Experience and skills we’re looking for

Previous leadership experience overseeing a small to medium team

Experience collecting, analysing and interpreting customer feedback, complaints and service data.

The ability to turn complex information into clear insights, practical recommendations and improvement actions.

Experience leading projects or introducing processes that improve customer service and satisfaction.

Strong knowledge of effective complaint handling and case management practices.

Experience maintaining customer records, with a focus on data accuracy, completeness and privacy.

The ability to build trusted working relationships across different teams and levels of an organisation.

Strong communication skills, including the ability to explain information clearly and provide practical advice.

The ability to influence others, establish clear expectations and maintain accountability for agreed actions.

Experience supporting teams through changes to processes, systems or ways of working.

The ability to identify emerging customer needs, service risks and technology trends and use this information to inform decisions.

If you have some but not all these skills or experience, we still encourage you to apply. Especially if you have the right attitude and willingness to learn.

Applications close 11.59pm, Sunday the 4th of October 2026.

Applicants who progress past the interview stage must complete pre-employment checks. These checks will include a Police Check, Working with Children Check.

About Yarra Ranges Council

Yarra Ranges Council committed to creating a diverse and inclusive workplace where everyone is welcome. We encourage people of all genders, cultures, backgrounds, and abilities to apply for jobs with us. We support flexible work arrangements, including full-time, part-time, hybrid, and job-sharing options to meet your needs and suit your life.

Yarra Ranges Council is a child safe organisation and is committed to the safety and wellbeing of all children and young people in our community. We are committed to protecting children from abuse in accordance with the Victorian Child Safe Standards.