Empowering Older Australians through Resident Experience Management

2 weeks ago

Sydney, New South Wales, Australia beBeeResident Full time $97,499 - $112,999
Customer Experience Coordinator Job Description

This is a unique opportunity to join our organisation and make a meaningful contribution to the customer experience.

  • Job Overview: We are seeking an experienced Customer Experience Coordinator to coordinate national surveys, track insights, manage escalated complaints, and drive initiatives that enhance the resident journey.
  • Key Responsibilities:
  1. Coordinate national surveys, including annual, always on, and NPS surveys with clear reporting and follow-up actions
  2. Monitor results and partner with Sales and Operations to close the loop on feedback and improvement opportunities
  3. Oversee the escalation process of complaints, including reporting to the Operations Board, and act as subject matter expert and trainer for Salesforce CX
  4. Support communities with focused action plans to lift customer satisfaction
  5. Assist with detractor follow-ups and contribute to continuous improvement of policies and procedures
  6. Facilitate forums, focus groups, and national partnership governance
  7. Manage and refine the Life@Levande customer journey framework
  8. Collaborate with external survey providers to ensure quality delivery and ongoing enhancements
  9. Contribute to staff education on customer feedback, complaints management, and system use
Required Skills and Qualifications
  • 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
Benefits

Our organization offers a fast-growing, purpose-led business redefining what retirement living can be. Enjoy flexible working, contribute to projects that make a genuine difference every day, and empower older Australians.

Why Join Us?

Our team is passionate about empowering older Australians, enjoy flexible working, and contribute to projects that make a genuine difference every day.

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