Coordinator Customer Experience

2 months ago

Broadmeadows, Australia Davidson Group Services Full time

Join one of Australia’s fastest growing and culturally diverse communities
- Drive and implement contemporary customer first communication strategies
- Champion the council's strategic customer experience agenda

Hume City Council is seeking an experienced and customer-focused professional to join their team as Coordinator of Customer Experience responsible for the development and delivery of customer service programs and initiatives that enhance the experience of their residents and visitors.

Located just 15 kilometres north-west of the centre of Melbourne, Hume City Council looks after one of Australia’s fastest growing and culturally diverse communities. You will be joining a Council with a highly skilled workforce that is genuinely committed to improving the lives of their community better through innovation, leadership, and the delivery of quality services.

Reporting to the Manager of Customer Experience, this is a fantastic opportunity for a creative communications specialist to implement contemporary, innovative and customer first communication initiatives. To do this, you will work collaboratively with Council departments to identify areas for improvement in customer service delivery and then implement solutions and strategies that drive positive outcomes across the organisation.

The Coordinator Customer Experience role involves:

- Providing customer experience focused strategic oversight and leadership,
- Developing and Implementing the Customer Experience strategy,
- Building organisational capability and responsiveness,
- Collect, analyse, and use data to support focused and effective process improvement
- Collect and document business requirements for project and process improvement/automation efforts
- Stakeholder engagement and management of Hume City Council’s Customer Performance indicators.
- Leveraging customer feedback and insights including complaints and ombudsman escalations, and
- Coaching and customer experience training across the entire organisation.

As a customer and communications professional, you have demonstrated experience driving change management and thrive on working with people. Focused, adaptable, resilient, and politically astute, you possess strong emotional intelligence and can influence and negotiate effectively due to your exceptional stakeholder engagement skills and ability to be a trusted adviser to any organisation.

Hume City Council are proud of their culture of excellence and their commitment to serving their community. They offer a competitive salary package, a supportive and collaborative team environment, and opportunities for professional development and career advancement.

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