Coordinator Customer Experience Operations

Benefits
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Full job description
Coordinator Customer Experience Operations
Lead a high-performing team delivering vital customer services to our community.

About Georges River Council
Georges River Council is a leading, people-focused organisation with around 600 staff working together to make our community accessible, green, diverse and innovative. Through vibrant public spaces, creative culture, environmental care, and community-centred services, we strive to enhance the quality of life for everyone in our city.

Our Customer Experience team plays a vital role as the first point of contact for the community, managing customer interactions across our multi-channel contact centre and two service centres in Hurstville and Kogarah.

About the Opportunity
We’re currently seeking an experienced and motivated Coordinator Customer Experience Operations to join our Community Culture directorate. In this leadership role, you’ll oversee the day-to-day management of our Customer Experience team, ensuring services are delivered to the highest standard across face-to-face, phone, web chat and email channels, including after-hours service.

This role is pivotal in shaping and advancing Council’s customer service delivery by driving operational excellence, developing policies and procedures, managing budgets, mentoring staff and handling complex customer issues — all while supporting the implementation of our Customer Experience Strategy.

What We Offer
Permanent Full-Time (70 hours per fortnight)

Salary from $115,113.4+ – $133,373.51 per annum + 11.5% superannuation

Wellbeing initiatives including flu vaccinations, health checks, gym subsidies and more

Ongoing professional development opportunities

A collaborative and community-focused workplace

Your Key Responsibilities
Lead, manage and motivate a customer experience team of 17 across multiple service locations

Oversee workforce planning, rostering, staff rotations and performance management

Develop, monitor and report on operational KPIs, budgets and corporate plans

Ensure consistent, best practice service delivery across all customer channels

Manage complex customer issues, complaints and enquiries professionally

Collaborate with internal stakeholders to continuously improve service outcomes

Support the implementation of Council’s Customer Experience Strategy and service commitments

About You
You’ll be an experienced people leader with demonstrated skills in managing customer-facing operations in a fast-paced, multi-channel environment. You’ll bring a collaborative approach, strong communication skills and the ability to lead your team through change and continuous improvement.

Selection Criteria
Qualifications Licences

Tertiary qualifications in Business Administration, Project Management, Change Management or related field, or extensive leadership experience in a customer service or government environment

Current NSW Class C Driver’s Licence

Essential Experience Skills

Experience managing a customer service centre including contact centre operations

Proven leadership, team building and staff development capabilities

High-level interpersonal, written and verbal communication skills

Strong problem-solving, judgement and financial management skills

Proven ability to plan and manage multiple priorities and projects

Advanced Microsoft Office skills and experience with customer experience systems

Knowledge of customer service provision across all channels and environments

Ability to work autonomously, exercise sound decision-making and manage operational risk

Desirable

Post-graduate qualifications in communications, finance, or community engagement

Knowledge of local government operations and policy

Fluency in a community language such as Arabic, Mandarin, Cantonese, Greek, Macedonian, Italian or Vietnamese


Ready to Make Your Mark?
If you’re ready to take the next step in your leadership career and help shape the customer experience journey for our community, we want to hear from you.

Apply now via our website and submit your responses to the targeted questions.

Applications close: 11:5+ PM AEST, Thursday 1+ June 2025

For further information, view the Position Description or please contact Michelle Cowie, Head of Customer Experience on 02 +330 6401.

Georges River Council aims to be a leading, people-focused organisation delivering outstanding results for our community and city. We foster our values of Accountability, Professionalism, Unity and Honesty and take pride in promoting the image of Council in the community.

Georges River Council is committed to building a workplace culture that values diversity and inclusion.

We welcome applications from Aboriginal and Torres Strait Islander people, workers of all ages, people with disabilities, people who identify as LGBTIQ and those from culturally and linguistically diverse backgrounds.

Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights (with no Visa restrictions) in Australia to apply for this position.

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