Coordinator Customer Experience Operations

**Coordinator Customer Experience Operations**:
**Lead a high-performing team delivering vital customer services to our community.**

**About Georges River Council**:
Georges River Council is a leading, people-focused organisation with around 600 staff working together to make our community **accessible, green, diverse and innovative**. Through vibrant public spaces, creative culture, environmental care, and community-centred services, we strive to enhance the quality of life for everyone in our city.

Our **Customer Experience team** plays a vital role as the first point of contact for the community, managing customer interactions across our **multi-channel contact centre and two service centres** in Hurstville and Kogarah.

**About the Opportunity**:
This role is pivotal in shaping and advancing Council’s customer service delivery by driving operational excellence, developing policies and procedures, managing budgets, mentoring staff and handling complex customer issues — all while supporting the implementation of our **Customer Experience Strategy**.

**What We Offer**:

- **Permanent Full-Time (70 hours per fortnight)**
- **Salary from $115,113.49 - $133,373.51 per annum + 11.5% superannuation**
- Wellbeing initiatives including flu vaccinations, health checks, gym subsidies and more
- Ongoing professional development opportunities
- A collaborative and community-focused workplace

**Your Key Responsibilities**:

- Lead, manage and motivate a customer experience team of 17 across multiple service locations
- Oversee workforce planning, rostering, staff rotations and performance management
- Develop, monitor and report on operational KPIs, budgets and corporate plans
- Ensure consistent, best practice service delivery across all customer channels
- Manage complex customer issues, complaints and enquiries professionally
- Collaborate with internal stakeholders to continuously improve service outcomes
- Support the implementation of Council’s Customer Experience Strategy and service commitments

**About You**:
You’ll be an experienced people leader with demonstrated skills in managing customer-facing operations in a fast-paced, multi-channel environment. You’ll bring a collaborative approach, strong communication skills and the ability to lead your team through change and continuous improvement.

**Selection Criteria**:
**Qualifications & Licences**
- Tertiary qualifications in Business Administration, Project Management, Change Management or related field, or extensive leadership experience in a customer service or government environment
- Current NSW Class C Driver’s Licence

**Essential Experience & Skills**
- Experience managing a customer service centre including contact centre operations
- Proven leadership, team building and staff development capabilities
- High-level interpersonal, written and verbal communication skills
- Strong problem-solving, judgement and financial management skills
- Proven ability to plan and manage multiple priorities and projects
- Advanced Microsoft Office skills and experience with customer experience systems
- Knowledge of customer service provision across all channels and environments
- Ability to work autonomously, exercise sound decision-making and manage operational risk

**Desirable**
- Post-graduate qualifications in communications, finance, or community engagement
- Knowledge of local government operations and policy
- Fluency in a community language such as Arabic, Mandarin, Cantonese, Greek, Macedonian, Italian or Vietnamese

***Ready to Make Your Mark?**:
If you’re ready to take the next step in your leadership career and help shape the customer experience journey for our community, we want to hear from you.

**Applications close**: 11:59 PM AEST, Thursday 19 June 2025

For further information, view the Position Description or please contact **Michelle Cowie, Head of Customer Experience on 02 9330 6401.**
- Georges River Council aims to be a leading, people-focused organisation delivering outstanding results for our community and city. We foster our values of Accountability, Professionalism, Unity and Honesty and take pride in promoting the image of Council in the community._
- Georges River Council is committed to building a workplace culture that values diversity and inclusion._