Voice of Customer Coordinator

SG Fleet; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Wellness days

Parental leave — 20 weeks

Vehicle salary packaging

Learning budget and LinkedIn Learning

Volunteer days

Employee wellbeing support

Job summary

SG Fleet is seeking a Voice of Customer (VoC) Coordinator in Sydney to support the VoC program by coordinating customer feedback activities, maintaining insight systems, and producing accurate reporting. The role provides operational support to the VoC Manager and Customer Experience team, driving insights and continuous improvement.

You will handle survey distribution, data gathering, and reporting templates, while maintaining documentation and supporting timely action follow-ups in a busy

Qualifications

• Tertiary qualification in Business, Marketing, Communications, Customer Experience, Data Analytics, or a related discipline
• Interest in customer experience, insights, market research or business improvement
• Strong written and verbal communication with cross-team collaboration ability
• Good organisational skills and ability to manage multiple tasks and deadlines
• Intermediate to advanced Excel skills and data handling
• Analytical mindset to identify trends from data and feedback
• Interest in NPS, CSAT and customer journey improvement
• Proactive approach to problem-solving and continuous improvement

Responsibilities

• Coordinate the 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, complaints, reviews and other VoC channels
• Assist VoC Manager by compiling feedback data and maintaining reporting templates
• Coordinate distribution of feedback reports and support timely follow-up of actions
• Provide administrative and coordination support to the VoC Manager and Customer Experience team
• Maintain process documentation, templates and records related to VoC activities

Skills

Strong communication

Stakeholder engagement

Analytical mindset

Attention to detail

Excel proficiency

Education

Business/Marketing/Communications/Data Analytics degree

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.

Job Requirements

• 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

Job Responsibilities

• 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

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.

Job Requirements

• 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

Job Responsibilities

• 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

Job Benefits

• 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

Aboriginal and Torres Strait Islander candidates are encouraged to apply.