Enhance Resident Experience Coordinator

5 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $70,000 - $90,000

We're looking for a detail-oriented and proactive individual to join our team in reshaping retirement living. As a Customer Experience Coordinator, you'll play a key role in turning feedback into meaningful improvements and ensuring our communities deliver an exceptional experience.

The Opportunity

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. You'll be responsible for delivering our customer feedback program, including annual, 'Always On,' and NPS surveys, with clear reporting and follow-up actions.

You'll oversee the complaints escalation process, including reporting to the Operations Board, and act as subject matter expert and trainer for Salesforce CX. You'll support 'red zone' communities with focused action plans to lift customer satisfaction and assist with detractor follow-ups and contribute to continuous improvement of policies and procedures.

You'll facilitate resident forums, focus groups, and national partnership governance. You'll manage and refine the Life@Levande customer journey framework and collaborate with external survey providers to ensure quality delivery and ongoing enhancements.

About You

You have experience in customer experience, operations, marketing, or another services environment. You possess strong project coordination and organisational skills, excellent communication and stakeholder engagement, and confidence in presenting and training. You're hands-on, resilient, and have a mindset for continuous improvement.

You'll Bring

  • Strong analytical skills to turn data into actionable insights
  • Experience with tech platforms like Salesforce and survey tools
Why This Role?

This is a fantastic opportunity to join a fast-growing, purpose-led business redefining what retirement living can be. You'll enjoy flexible working and contribute to projects that make a genuine difference every day.

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