Coordinator Customer Experience

**Closing date**: 31/08/2025 11:59 PM AUS Eastern Standard Time

**Location**: 18 Desailly Street, Sale

**Department**: Customer and Communications

**Employment type**: Full Time Permanent

**Work Arrangement**: Hybrid

**Position No. 233**

**Permanent Full-time**

**Band 7 - $100,629 - $112,594 yearly, plus 12% statutory superannuation**

**Turn great service into exceptional experiences.**
We are on the hunt for a bold and driven Coordinator Customer Experience to lead our organisation in transforming every interaction into something positive and impactful. If you are passionate about innovation, building strong connections, and making life easier for our community, this is your chance to shape how people feel about their Council - every single day.

**In this pivotal role, you will**:

- Lead and inspire the Customer Service team across service centres, call centre, and delivery of key strategic projects and digital efficiencies.
- Oversee the design and delivery of customer experience frameworks, policies, and continuous improvement initiatives.
- Ensure effective and timely resolution of customer enquiries, complaints, and service requests.
- Drive a customer-first culture across an organisation of +500 people that builds trust and enhances the reputation of Council.
- Manage resources, budgets, and performance to meet service standards.

**What we are looking for**:

- Tertiary qualifications in Management, Business, Customer Experience, or related field (or extensive relevant experience).
- Proven leadership in multi-channel (including digital) customer experience environments.
- Strong knowledge of customer experience frameworks, complaints management, and service improvement.
- Excellent communication, problem-solving, and stakeholder engagement skills.
- Ability to lead change, implement innovative solutions, and foster a culture of customer service excellence.

**Why join us?**
- Lead meaningful service improvements that directly benefit the community.
- Work in a collaborative, supportive environment.
- Competitive salary and great employee benefits.

If you are ready to make a real impact on how our community experiences Council services, we would love to hear from you.

**Why Wellington?**

Here at Wellington Shire Council, we have a strong commitment to create a workplace culture that is collaborative, provides work-life flexibility and encourages opportunities for growth and development. We take pride in providing a supportive workplace with great career opportunities for our employees.

Every person at Wellington Shire Council brings their own unique experiences, perspectives and talents to help contribute to our vision of “Happy people, healthy environment and thriving communities”. As one of the largest employers in the region we have a diverse workforce of more than 500 staff who are based throughout the municipality, and we all work together as a team to make a positive impact in our community.

We use award-winning technologies to seek and implement innovative improvements across the organisation. We work hard to position ourselves as a leader in local government, continuously improving our diverse range of services for the betterment of our community.

We offer a rewarding culture of innovation, flexibility and continued learning in a collaborative, supportive environment.

Wellington Shire Council is committed to upholding the Child Safe Standards and associated legislative requirements.

**About Wellington**

Wellington Shire Council is located in the Gippsland region of the state of Victoria, Australia and is approximately two hours east of Melbourne by road or rail. Many of us dream of a simpler lifestyle, with wide open spaces and no traffic jams. In The Middle of Everywhere, we live that enviable lifestyle every day.

In Wellington Shire you will find a wide range of beautiful environments to explore, with our pristine beaches, picturesque mountain ranges, temperate rainforests, wetlands and plenty of diverse, contrasting spaces to take your breath away.

Whether it’s a stroll along the iconic Ninety Mile Beach, a canoe down the Macalister River or a bush walk through the Alpine National Park, there’s plenty to keep you busy in The Middle of Everywhere Home to a range of tight-knit communities, you’ll quickly find yourself right at home with the wonderful people that make these towns so special.

From our lively restaurant and café culture to the very best in local produce, you’ll never be short of Sunday brunch ideas and places to try Eat. Drink. Gippsland Guide | Visit Gippsland

**How to Apply**: