CX Operations Lead - Customer Experience Champion (Hybrid)

Careers at Council; Sydney; Hybrid; AUD 123,000 - 143,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

9-day fortnight

4 weeks annual leave

MyLeave

Fitness Passport

Sponsored study program

Employee rewards

Job summary

Georges River Council is seeking a Coordinator Customer Experience Operations to lead a responsive customer service team across multiple channels and locations. You will drive service excellence and ensure consistent, high-quality experiences for the community.

You will guide continuous improvement, collaborate with leaders, and help shape service standards while managing day-to-day operations and workforce planning.

Qualifications

• Relevant tertiary qualifications or equivalent experience in customer service, business, leadership or a related field.
• Demonstrated experience leading and developing teams in a customer service, contact centre, or operational environment.
• Strong communication, stakeholder engagement and report writing skills.

Responsibilities

• Lead and develop a high-performing Customer Experience team committed to exceptional service.
• Oversee customer service operations across all Council service locations and contact channels, ensuring a consistent and high-quality customer experience.
• Drive service improvements, innovation and customer experience initiatives.
• Monitor service performance and customer feedback to identify opportunities for improvement.
• Manage complex customer enquiries, complaints and escalated matters.
• Lead workforce planning, budgeting and resource management to support service delivery goals.
• Build strong relationships across Council to improve customer outcomes and organisational performance.

Skills

Leadership

Communication

Analytical

Problem solving

Budgeting

Workforce planning

Education

Tertiary qualification

Tools

Microsoft Office

CRM systems

Job description

Georges River Council is seeking a Coordinator Customer Experience Operations to lead a responsive customer service team across multiple channels and locations. You will drive service excellence and ensure consistent, high-quality experiences for the community.

You will guide continuous improvement, collaborate with leaders, and help shape service standards while managing day-to-day operations and workforce planning.