▷ High Salary: CX Quality Assurance

Overview

Band 6 - Salary Range $97,926 to $106,637 per annum + 12% Super + ADO

Salary offered will depend on level of skills and experience.

Be part of something new

This is a brand-new role at Melton City Council that has been created to support our growing community and evolving strategic priorities. This is a great opportunity to shape the future of the role, bring fresh ideas, and make a meaningful impact from day one.

Why join Melton City Council?

Melton City Council serves one of Australia’s fastest-growing and most diverse communities. We are a forward-thinking local government committed to creating a city where everyone feels welcome, supported, and empowered.

As a Council, we are driven by innovation, inclusion, and excellence. We deliver high-quality services and infrastructure, promote lifelong learning, and champion health and wellbeing across our municipality. Our team plays a vital role in shaping a vibrant, sustainable future for our residents.

Working with us means being part of a collaborative and inclusive culture that values your growth. We offer:

- Professional and personal development opportunities
- Generous leave entitlements and flexible work arrangements
- A dynamic workplace close to home, surrounded by heritage charm, green spaces, and modern amenities

Join us and help build a city that thrives—where your work makes a real difference every day.

The Opportunity

This is an exciting new opportunity in Council’s growing Customer Experience team, bringing an exciting chance to shape how we deliver quality service to our community.

Reporting to Senior Lead Customer Experience Strategy, you’ll lead the design, implementation, and ongoing refinement of a CX Quality Assurance Framework that drives consistency, accountability, and excellence. With a strong focus on coaching and capability-building, you’ll work closely with frontline staff and leaders to embed CX principles, run calibration sessions, and turn insights into action.

If you’re ready to champion a customer-first culture and influence real change, all with a touch of fun, we’d love to hear from you.

Key Responsibilities

- Develop and manage CX quality standards and tools across customer-facing services.
- Use feedback and data to drive continuous improvement in customer interactions.
- Analyse performance trends to identify team-wide development opportunities.
- Lead stakeholder sessions to ensure consistent CX quality and expectations.
- Deliver training and coaching programs that embed a customer-first culture.

To view the Position Description, click here.

About you

To be successful in this role you will have the following:

- Relevant tertiary qualification in business, management, customer experience, learning and development, or a related discipline, with experience in a similar role.
- Sharp eye for detail and ability to spot patterns, trends, and opportunities to elevate customer experiences.
- Coaching or training credentials (e.g., Certificate IV in Training and Assessment) and a passion for helping others grow.
- Comfort working with data and insights to drive meaningful change and the ability to turn numbers into stories that inspire action.
- Strong relationship-building across teams, leading collaborative calibration sessions and embedding CX excellence through every interaction.

Culture and Values

Our vision for our community is to be: "A vibrant, safe and liveable city accessible to all". Our values reflect our growth Council and guide decision-making, actions, and service to the community. We invite you to join us to help shape a city for the future.

We are Vibrant MELTON. Our values are:

- Motivate
- Empower
- Lead
- Trust
- Open
- Nurture

Benefits

There are a number of great reasons to work at Melton City Council:

- Access to the Local Government Employee Health Plan (GMHBA) with exclusive benefits
- 16 weeks Paid Parental Leave (Super is paid during parental leave)
- 3 weeks Paid Secondary Carer Leave

*Eligible for Full Time positions or for Fixed term positions eligible after 12 months of employment.

How To Apply

If you require further information about the position, please contact Nathan Dunn, Senior Lead – Customer Experience on 9743 3488.

Applications must include a resume and address the Key Selection Criteria outlining your suitability to the role. To address the Key Selection Criteria, provide short statements explaining how you meet the criteria. Keep responses concise.

To be eligible for employment at Melton City Council you must be legally entitled to work in Australia.

All successful applicants will need to undertake pre-employment requirements including a satisfactory criminal history check. Successful applicants must be able to comply with any public health orders applicable to local government.

We encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, LGBTIQA+ and people from culturally diverse backgrounds. If you require adjustments for interview arrangements, please advise the contact listed above in advance.

Melton City Council is committed to being a child-safe organisation and has zero tolerance for child abuse.

Applications close 11:59pm Wednesday 8 October 2025

Apply Now

Privacy Acknowledgment: The personal information requested on this form is being collected by Melton City Council for the purpose of processing your recruitment application and onboarding. You may apply for access and/or amendment of the information. Your information may be shared with internal Council teams for recruitment, selection and onboarding. For questions, contact the Talent Acquisition Team at talent@melton.vic.gov.au.

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