Req004-23 Coordinator Customer Experience

**COORDINATOR CUSTOMER EXPERIENCE**

**Permanent Full Time Opportunity**

**Salary ranges from $102,160.76 to $118,506.96 p.a. with 10.5% superannuation**

**The Opportunity**

We are currently seeking a Coordinator Customer Experience to join our team at Council.

The role of a Coordinator of Customer Experience is to oversee and manage the customer Experience department within Wingecarribee Shire Council while focusing on creating efficiency, streamlining business processes, and digitising customer experience operations. They are responsible for ensuring the delivery of exceptional customer experiences, addressing customer inquiries and concerns, and supporting the customer experience team in providing efficient and effective service. The coordinator plays a crucial role in maintaining customer satisfaction and fostering positive relationships between the council and its customers.

The Coordinator of Customer Experience focuses on creating efficiency and streamlining business processes by identifying opportunities for digitisation, automation, and process optimization. They work closely with relevant stakeholders to identify areas where digitisation can improve the efficiency of customer service operations and streamline business processes, ultimately enhancing overall customer experience and organizational effectiveness.

Located in the beautiful Southern Highlands of NSW, 1.5 hours south-west of Sydney - Wingecarribee Shire Council is working to createandnurture a vibrant & diverse community in harmony with the region's urban, agricultural and natural environments.

**Selection Criteria**
- Demonstrated experience in leadership and a proven track record of effectively leading and motivating a customer service team to achieve exceptional results.
- Ability to communicate effectively and must possess strong verbal and written communication skills, demonstrating the ability to interact with customers, team members, and stakeholders with clarity, empathy, and professionalism.
- Demonstrated customer-focused mindset and commitment to understanding and meeting customer needs, with a focus on delivering exceptional service and fostering positive customer experiences.
- Ability to solve problems and resolve conflicts and possess strong problem-solving skills, demonstrated through their ability to identify and address customer issues, as well as effectively manage conflicts within the team.
- Strong organisational and time management abilities with a proven ability to effectively organise and prioritize tasks, ensuring efficient operations and timely response to customer inquiries.
- Demonstrated knowledge of customer service tools and technologies and possess practical experience and familiarity with customer service tools, software, and technologies, such as CRM systems and record management systems.
- Ability to analyze data and drive improvement and demonstrate the ability to analyse customer service data, such as performance metrics and feedback, to identify trends, make data-driven decisions, and continuously improve customer service operations.

**Desirable**
- Knowledge of Corporate Systems.
- Government Experience in a similar position.
- Demonstrated project management experience.

**Benefits on Offer**
- 35-hour week with a variable day off every month
- Great team environment
- Focus on Health and Well Being with flexible working conditions
- Be part of our growing dynamic council
- Access to our free, confidential employee assistance program (EAP)
- Corporate gym discount

**How to Apply**

Please upload your current resume and a brief cover letter addressing the selection criteria. (Applicants not addressing the essential criteria may not be considered). For further information about the role, please contact **George Harb** on(02) 4868 0888.

In accordance with Wingecarribee Shire Council’s COVID 19 Safety Plan, we encourage all employees to be COVID 19 vaccinated.

Applications are to be received by **2 July.