CX Quality Assurance

Full Time Permanent Position

Band 6 - Salary Range $97,926 to $106,637 per annum + 12% Super + ADO

Salary offered will depend on level of skills and experience.

Be part of something new

This is a brand-new role at Melton City Council that has been created to support our growing community and evolving strategic priorities. This is a great opportunity to shape the future of the role, bring fresh ideas, and make a meaningful impact from day one.

Why join Melton City Council?

Melton City Council is proud to serve one of Australia's fastest-growing and most diverse communities. We are a forward-thinking local government committed to creating a city where everyone feels welcome, supported, and empowered.

As a Council, we are driven by innovation, inclusion, and excellence. We deliver high-quality services and infrastructure, promote lifelong learning, and champion health and wellbeing across our municipality. Our team plays a vital role in shaping a vibrant, sustainable future for our residents.

Working with us means being part of a collaborative and inclusive culture that values your growth. We offer:

• Professional and personal development opportunities
• Generous leave entitlements and flexible work arrangements
• A dynamic workplace close to home, surrounded by heritage charm, green spaces, and modern amenities

Join us and help build a city that thrives—where your work makes a real difference every day.

The Opportunity

This is an exciting new opportunity in Council's growing Customer Experience team bringing an exciting chance to shape how we deliver quality service to our community.

Reporting to Senior Lead Customer Experience Strategy, you'll lead the design, implementation, and ongoing refinement of a CX Quality Assurance Framework that drives consistency, accountability, and excellence. With a strong focus on coaching and capability-building, you'll work closely with frontline staff and leaders to embed CX principles, run calibration sessions, and turn insights into action.

If you're ready to champion a customer-first culture and influence real change, all with a touch of fun, we'd love to hear from you.

Key Responsibilities

• Develop and manage CX quality standards and tools across customer-facing services.
• Use feedback and data to drive continuous improvement in customer interactions.
• Analyse performance trends to identify team-wide development opportunities.
• Lead stakeholder sessions to ensure consistent CX quality and expectations.
• Deliver training and coaching programs that embed a customer-first culture.

To view the Position Description, click here.

About you

To be successful in this role you will have the following:

• Relevant tertiary qualification in business, management, customer experience, learning and development, or a related discipline, with experience in a similar role.
• Brings a sharp eye for detail and a knack for spotting patterns, trends, and opportunities to elevate customer experiences.
• Has coaching or training credentials (like a Certificate IV in Training and Assessment) and loves helping others grow – whether it's frontline staff or team leaders.
• Is confident working with data and insights to drive meaningful change and knows how to turn numbers into stories that inspire action.
• Builds strong relationships across teams, leading collaborative calibration sessions and embedding CX excellence through every interaction.

Culture and Values

Our vision for our community is to be: "A vibrant, safe and liveable city accessible to all" and that means there's a place here for you too. Our organisational values represent us as an established growth Council and the values are reflected in everything we do; our decision-making, our actions and our service provision to the community. Council has a diverse and vibrant organisation and we'd love to have you join us to help shape a city for the future.

We are Vibrant MELTON. Our values are:

• Motivate
• Empower
• Lead
• Trust
• Open
• Nurture

Benefits

There are a number of great reasons why our people love working at Melton City Council:

Staff Benefits | Melton City Council

• 13 ADO's (Accrued Day Off) per year*
• 5 weeks annual leave*
• Genuine Flexible work options
• Extensive Career Development & Leadership Programs
• Access to the Local Government Employee Health Plan (GMHBA) with exclusive benefits
• 16 weeks Paid Parental Leave (Super is paid during parental leave)*
• 3 weeks Paid Secondary Carer Leave*
• Wellbeing initiatives

*Eligible for Full Time positions or for Fixed term positions eligible after 12 months of employment.

How To Apply

If you require further information about the position, please contact Nathan Dunn, Senior Lead – Customer Experience on

Applications must include a Resume and address the Key Selection Criteria outlining your suitability to the role. To address the Key Selection Criteria, you will need to write short statements explaining how you meet the criteria, or how you demonstrate the capability. We encourage you to keep your responses concise.

To be eligible for employment at Melton City Council you must be legally entitled to work in Australia.

All successful applicants will need to undertake pre-employment requirements including but not limited to a satisfactory criminal history record check. Successful applicants must be able to comply with any public health orders applicable to local government.

We strongly encourage job applications from Aboriginal and Torres Strait Islander people, people with disabilities, LGBTIQA+ and people from culturally diverse backgrounds. If selected for an interview and you require any additional support or adjustments regarding interview arrangements, please advise the contact listed above in advance.

Melton City Council is committed to being a child safe organisation and has Zero tolerance for child abuse. Melton City Council is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is at the centre of our everyday thinking and service delivery.

Applications close 11:59pm Wednesday 2 October 2025