Customer Experience Coordinator

2 weeks ago

Sydney, New South Wales, Australia Levande Pty Full time

Posted Wednesday 20 August 2025 at 2:00 pm | Expires Thursday 18 September 2025 at 1:59 pm

At Levande, we're reshaping retirement living with a clear purpose: to help residents feel at home, connected, and supported. Every interaction matters, and we're looking for a Customer Experience Coordinator who can turn feedback into meaningful improvements and ensure our communities deliver on the promise of an Everyday Exceptional experience.

The opportunity

In this role, you'll be the engine behind our customer feedback and wellbeing programs. Working closely with the Customer Experience Manager, you'll coordinate national surveys, track insights, manage escalated complaints, and drive initiatives that enhance the resident journey across Australia.

From guiding underperforming communities through targeted improvement plans to supporting forums, focus groups, and governance reporting, you'll help us understand and respond to resident voices while embedding best-practice service standards.

What you'll do

  • Deliver Levande's customer feedback program, including annual, "Always On," and NPS surveys, with clear reporting and follow-up actions
  • Monitor results and partner with Sales and Operations to close the loop on feedback and improvement opportunities
  • Oversee the complaints escalation process, including reporting to the Operations Board, and act as subject matter expert and trainer for Salesforce CX
  • Support "red zone" communities with focused action plans to lift customer satisfaction
  • Assist with detractor follow-ups and contribute to continuous improvement of policies and procedures
  • Facilitate resident forums, focus groups, and national partnership governance
  • Manage and refine the Life@Levande customer journey framework
  • Collaborate with external survey providers to ensure quality delivery and ongoing enhancements
  • Contribute to staff education on customer feedback, complaints management, and system use

About you

You're detail-oriented, proactive, and thrive on turning data into insights that shape real outcomes. You know how to juggle multiple priorities while keeping residents at the heart of everything you do.

You'll bring:

  • Experience in customer experience, operations, marketing, or another services environment
  • Strong project coordination and organisational skills
  • Excellent communication and stakeholder engagement, with confidence in presenting and training
  • Advanced Microsoft Office skills and confidence using tech platforms (e.g. Salesforce, survey tools)
  • A hands-on approach, resilience, and a mindset for continuous improvement

Bonus if you have:

  • Experience in retirement living, aged care, or human services
  • Tertiary qualifications in business, marketing, or CX
  • Knowledge of NPS and customer satisfaction programs

Why Levande?

We're a fast-growing, purpose-led business redefining what retirement living can be. Join a team passionate about empowering older Australians, enjoy flexible working, and contribute to projects that make a genuine difference every day.

Ready to shape the resident experience? Apply now.

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