Customer Experience Coordinator

1 month ago

Perth, Australia City of Perth Full time

From $111,976 per annum, plus super.
Full-time, permanent.

The City of Perth is committed to delivering on community aspirations for a thriving and vibrant capital city that is liveable, sustainable, and prosperous for current and future generations. We balance a wide range of residential, business, social, cultural, environmental, and State considerations for thousands of residents, businesses, workers, and visitors who spend their time in the City or call it home.

About the Position

The Customer Experience Team is the first port of call for enquiries, comments, and service requests within the City of Perth. We aim to connect with external parties, ratepayers, and businesses by providing consistent and efficient service to customers through each interaction. We are committed to building a partnership with the local community and will do so by providing consistent and efficient services to our customers in all our interactions.

The Coordinator Customer Experience is responsible for strengthening the organisational Customer Experience and Stakeholder Engagement System, initiatives, programs, and projects, using a best-practice and sustainable approach guided by quality standard principles. This role is expected to provide leadership and direction to enhance the customer service approach to the whole of the organisation, including effective use of customer feedback to continuously improve service delivery.

As the Customer Experience Coordinator, you will support the City by:

Strengthening the organisational customer experience system and approach in line with International Customer Service Standards. Leading the Customer Experience Quality Team to promote the Customer Service Charter and deliver programs and projects that meet the service standards and expectations of the city. Coordinating benchmarking and assessments through the Customer Service Institute of Australia. Developing and implementing appropriate key performance indicators and benchmarking quality standards to measure outcomes against the City’s strategic direction.

If you have extensive experience in the leadership and management of a high-performing team, with demonstrated working knowledge of customer complaints frameworks and writing such documents, coupled with benchmarking and assessing customer service principles, we welcome your application. This is an opportunity to join the City of Perth and its vibrant, connected community at a pivotal time of evolution and growth.

Above all, you will live our values of commitment, teamwork, courage, and respect that allow us to come together to lead and support the community.

How to apply

By clicking the ‘apply’ button, you will be directed to the City of Perth’s employment page. Please provide a comprehensive resume, together with a cover letter of no more than two pages outlining your interest in the position and addressing your suitability for the role.

The application process

Applications for this position will close at 12 pm on Friday, 27 October 2023 . Applications will be considered prior to the closing date. Late applications will not be accepted.

Applicants may be considered for similar positions within the City of Perth.

We’re continuing to build a gender-equitable team and a culture that’s just as diverse, inclusive, and welcoming as the City of Perth Community. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation, and gender identities.

Canvassing of Elected Members during the recruitment process will disqualify your application.

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