Customer Service Coordinator

**NEW role for 2025 Customer Service Coordinator**

**Based in Parramatta CBD - 3 days per week in office and 2 days WFH after initial settling in period.**
- Meaningful Work: Be part of an organisation that makes a real difference in the lives of individuals and communities across NSW and the ACT.
- Recognition and Impact: Your work will be valued and recognised as a key part of Uniting’s customer experience strategy, supporting a high-performing and inclusive team.
- Fantastic Not For Profit salary packaging benefits - Pay less tax and take home more money

Are you a proactive professional with a knack for reporting, data analysis, and process coordination? Uniting is seeking a switched-on **Customer Service Coordinator** to join our dynamic team, supporting strategy development and ensuring exceptional service delivery across our Customer Service Delivery (CSD) team.

**About the Role**

As a Customer Service Coordinator, you will play a crucial role in supporting the Customer Service Delivery (CSD) team. With a focus on data analysis, reporting, and continuous improvement, you will ensure the team provides outstanding service while aligning with Uniting’s strategic goals.

This position is ideal for someone with experience in a customer service call centre environment, particularly in a reporting or coordinator role, who is ready to bring exceptional communication skills and proactive problem-solving to a growing and impactful team.

**Key Responsibilities**:
**Strategic and Operational Support**:

- Contribute to the directorate’s strategic business plan, defining priorities and outcomes for integrated Seniors Services.
- Translate business strategies into actionable plans that support person-centred service delivery.

**Data Reporting and Analysis**:

- Generate detailed and actionable reports using tools like Power BI, ServiceNow, Jira, CRM, and QUASAR.
- Monitor customer satisfaction metrics (e.g., NPS) and track operational performance against key business goals.
- Provide insights from customer data to identify trends and drive improvements.

**Call Centre Collaboration**:

- Work closely with call centre leads to align processes, procedures, and standards for consistent and high-quality customer service.
- Analyse enquiries and feedback from call centres to recommend and implement solutions for enhancing the customer experience.

**Team Coordination**:

- Support the Head of Service Delivery in managing and expanding the CSD team as the single point of entry to Uniting.
- Lead the maintenance of SharePoint resources and manage the implementation of new systems and modules.
- Facilitate continuous improvement initiatives within the CSD team to enhance customer satisfaction

**Customer-Centric Practices**:

- Implement Uniting’s Customer Service Promise principles.
- Monitor and improve feedback and complaint processes to ensure timely resolution and customer satisfaction.
- Advocate for human-centred design and customer insight methodologies in team practices.

**Leadership and Communication**:

- Provide clear, professional, and confident communication to team members and stakeholders.
- Demonstrate a proactive approach to problem-solving, negotiation, and conflict resolution.
- Contribute to a collaborative team environment with a focus on accountability and excellence.

**About You**:
To excel in this role, you will have:

- Experience in a customer service call centre, particularly in a reporting or coordination role.
- Exceptional verbal and written communication skills to liaise with diverse teams and stakeholders.
- Strong expertise in reporting tools such as Power BI and ServiceNow.
- A proactive mindset for analysing data, identifying trends, and implementing solutions.
- A commitment to continuous improvement and customer-centric practices.
- Proven ability to manage multiple priorities while maintaining attention to detail and quality.

To review the role responsibilities in greater detail please review the comprehensive Position Description by clicking on the link below

PD Customer Service Coordinator.

**What We Offer You**
- A rewarding career with a leading human services organisation.
- Up to $18,550 NFP salary packaging available.
- Access to our U rewards program with exclusive discounts.
- Flexible work hours for work-life balance.
- Access to Fitness Passport - Live your best life.
- A supportive and inclusive and collaborative work environment.
- Opportunities for professional growth.
- Purchase of additional leave.

**How to apply**: Send your CV and a brief cover letter highlighting why this role appeals to you - Applications reviewed upon receipt.
- When you’re part of Uniting NSW.ACT, you’re part of a diverse, purpose-led team of people who are really making a difference to the world around them._
- We contribute to the work and mission of the Uniting Church in NSW and the ACT through social justice advocacy, community services and spiritual care. We provide care and su