Voice of Customer Coordinator
SG Fleet
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Benefits offered by this job
Job summary
SG Fleet is seeking a Voice of Customer (VoC) Coordinator to support the VoC program by coordinating customer feedback activities, maintaining insight systems, and ensuring accurate reporting. The role provides operational support to the VoC Manager and Customer Experience team, driving insights and continuous improvement.
You will manage survey processes, maintain data quality, and assist with action follow-ups, while contributing to a culture of customer-centric improvement within SG Fleet.
Qualifications
- Tertiary qualification in Business, Marketing, Communications, Customer Experience, Data Analytics, or related discipline.
- Interest in customer experience, insights, market research, or business improvement through studies or projects.
- Strong communication and stakeholder engagement skills.
Responsibilities
- Coordinate distribution of customer surveys including scheduling, audience selection, deployment and follow-up.
- Maintain customer survey and feedback systems with up-to-date records.
- Collect and collate feedback from surveys and other Voice of Customer channels.
- Assist VoC Manager by compiling data and maintaining reporting templates.
- Coordinate distribution of feedback reports and support timely follow-up of actions.
- Provide administrative support to VoC Manager and Customer Experience team.
- Maintain process documentation and records relating to Voice of Customer activities.
Skills
Education
Tools
Job description
The Voice of Customer (VoC) Coordinator supports the delivery of the VoC program by coordinating customer feedback activities, maintaining insight systems, and ensuring accurate reporting of customer feedback. The role provides operational support to the Voice of Customer Manager and Customer Experience team, helping drive customer insights and continuous improvement initiatives.
- Tertiary qualification in Business, Marketing, Communications, Customer Experience, Data Analytics,or a related discipline
- Demonstrated interest in customer experience, customer insights, market research, or business improvement through studies, internships, projects, or extracurricular activities
- Strong communication and stakeholder engagement skills, with the ability to gather information and collaborate across teams
- Strong organisational skills with the ability to manage multiple tasks and meet deadlines
- Good attention to detail and ability to maintain accurate records and documentation
- Intermediate to advanced Microsoft Excel skills, with the ability to work confidently with data
- Analytical mindset with the ability to identify trends and insights from data and feedback
- Interest in customer feedback methodologies, including NPS, CSAT, and customer journey improvement
- Proactive approach to problem-solving and continuous improvement
- Ability to learn new systems and processes quickly
- Coordinate the distribution of customer surveys, including scheduling, audience selection, deployment and follow-up activities.
- Maintain customer survey and feedback systems, ensuring records are up to date and accurately captured
- Collect and collate customer feedback from surveys, complaints, reviews and other Voice of Customer channels
- Assist the Voice of Customer Manager by compiling customer feedback data and maintaining reporting templates
- Coordinate the distribution of customer feedback reports and support timely follow-up of agreed actions
- Provide administrative and coordination support to the Voice of Customer Manager and Customer Experience team
- Maintain process documentation, templates and records relating to Voice of Customer activities
- Recharge and relax with up to four extra days of leave each year. We call them Wellness days
- We offer industry leading 20 weeks paid parental leave
- Save plenty with vehicle salary packaging
- Monetary service milestone awards
- Recruitment referral bonus
- Discounted mobility products and services
- Career progression opportunities (over 25% of our vacancies get filled internally!)
- Education support towards your growth, including an individual learning budget per year, free access to LinkedIn Learning and more
- Two paid volunteer days each year to give back to causes that matter to you
- Health and wellbeing support including a subsidy and an innovative Employee Assistance Program
The Voice of Customer (VoC) Coordinator supports the delivery of the VoC program by coordinating customer feedback activities, maintaining insight systems, and ensuring accurate reporting of customer feedback. The role provides operational support to the Voice of Customer Manager and Customer Experience team, helping drive customer insights and continuous improvement initiatives.
- Tertiary qualification in Business, Marketing, Communications, Customer Experience, Data Analytics,or a related discipline
- Demonstrated interest in customer experience, customer insights, market research, or business improvement through studies, internships, projects, or extracurricular activities
- Strong communication and stakeholder engagement skills, with the ability to gather information and collaborate across teams
- Strong organisational skills with the ability to manage multiple tasks and meet deadlines
- Good attention to detail and ability to maintain accurate records and documentation
- Intermediate to advanced Microsoft Excel skills, with the ability to work confidently with data
- Analytical mindset with the ability to identify trends and insights from data and feedback
- Interest in customer feedback methodologies, including NPS, CSAT, and customer journey improvement
- Proactive approach to problem-solving and continuous improvement
- Ability to learn new systems and processes quickly
- Coordinate the distribution of customer surveys, including scheduling, audience selection, deployment and follow-up activities.
- Maintain customer survey and feedback systems, ensuring records are up to date and accurately captured
- Collect and collate customer feedback from surveys, complaints, reviews and other Voice of Customer channels
- Assist the Voice of Customer Manager by compiling customer feedback data and maintaining reporting templates
- Coordinate the distribution of customer feedback reports and support timely follow-up of agreed actions
- Provide administrative and coordination support to the Voice of Customer Manager and Customer Experience team
- Maintain process documentation, templates and records relating to Voice of Customer activities
- Recharge and relax with up to four extra days of leave each year. We call them Wellness days
- We offer industry leading 20 weeks paid parental leave
- Save plenty with vehicle salary packaging
- Monetary service milestone awards
- Recruitment referral bonus
- Discounted mobility products and services
- Flexible work arrangements
- Career progression opportunities (over 25% of our vacancies get filled internally!)
- Education support towards your growth, including an individual learning budget per year, free access to LinkedIn Learning and more
- Two paid volunteer days each year to give back to causes that matter to you
- Health and wellbeing support including a subsidy and an innovative Employee Assistance Program
We’d love to hear from you if you're ready to take on your next challenge at a company that embodies diversity and belonging while also offering work-life balance and career development.
As a pre-requisite to employment, the successful applicant will be required to complete a pre-employment screening.
Aboriginal and Torres Strait Islander candidates are encouraged to apply.
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