Customer Experience Coordinator

14 hours ago

Melbourne, Australia Levande Full time

Full time | Hybrid working | Meaningful work supporting older Australians
At Levande, we’re redefining retirement living with a fresh, customer-first approach that helps residents live well every day. We believe every interaction is an opportunity to create an Everyday Exceptional experience, and we're looking for a passionate, detail-oriented Customer Experience Coordinator to help us bring this to life.
About the role
Reporting to the Customer Experience Manager, this role plays a vital part in delivering and improving our customer feedback and wellbeing programs. You’ll coordinate national surveys, track and report on resident experience insights, manage complaints processes, and support high-impact projects designed to elevate customer satisfaction across our communities.
Key responsibilities
- Coordinate Levande’s annual and “Always On” customer surveys, including communications, reporting, and stakeholder engagement
- Analyse and report on survey results and lead follow-up actions with Sales and Operations teams
- Manage the customer complaints escalation process, and act as SME/trainer for Salesforce CX and complaints
- Support underperforming communities by tracking customer feedback and coordinating improvement initiatives to enhance the resident experience.
- Contribute to the design, delivery, and governance of resident wellbeing and customer experience projects
- Lead the coordination of resident focus groups, state-based forums, and national partnership governance
- Manage relationships with external survey and research providers, including SLA delivery and continuous improvement

About you
You’re a proactive and organised professional with a passion for customer insights and driving positive change. You enjoy collaborating across teams, translating feedback into actionable improvements, and managing the details without losing sight of the big picture.
**You’ll bring**:

- Solid experience in customer experience, marketing, operations, or a related services role
- Strong project coordination and organisational skills, with the ability to juggle competing priorities
- Excellent communication and stakeholder engagement abilities, including comfort presenting insights and training others
- Advanced Microsoft Office skills and a good grasp of tech systems (e.g. Salesforce, survey tools)
- A high level of initiative, curiosity, and a continuous improvement mindset

**Desirable**:

- Experience in aged care, retirement living, or a human services environment
- Tertiary qualifications in business, marketing, or customer experience
- Familiarity with NPS and customer satisfaction programs

Why join Levande?
We’re a growing, purpose-driven business with a bold vision for retirement living. At Levande, you’ll be part of a passionate team committed to empowering older Australians and creating vibrant communities. We offer flexible work options, ongoing development, and the opportunity to make a real impact.

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