Coordinator Customer Experience Operations
Lead a high-performing team delivering vital customer services to our community.
About Georges River Council
Georges River Council is a leading, people-focused organisation with around 600 staff working together to make our community accessible, green, diverse and innovative. Through vibrant public spaces, creative culture, environmental care, and community-centred services, we strive to enhance the quality of life for everyone in our city.
Our Customer Experience team plays a vital role as the first point of contact for the community, managing customer interactions across our multi-channel contact centre and two service centres in Hurstville and Kogarah.
About the Opportunity
We’re currently seeking an experienced and motivated Coordinator Customer Experience Operations to join our Community & Culture directorate. In this leadership role, you’ll oversee the day-to-day management of our Customer Experience team, ensuring services are delivered to the highest standard across face-to-face, phone, web chat and email channels, including after-hours service.
This role is pivotal in shaping and advancing Council’s customer service delivery by driving operational excellence, developing policies and procedures, managing budgets, mentoring staff and handling complex customer issues — all while supporting the implementation of our Customer Experience Strategy.
What We Offer
Permanent Full-Time (70 hours per fortnight)
Salary from $115,113.49 – $133,373.51 per annum + 11.5% superannuation
Wellbeing initiatives including flu vaccinations, health checks, gym subsidies and more
Ongoing professional development opportunities
A collaborative and community-focused workplace
Your Key Responsibilities
Lead, manage and motivate a customer experience team of 17 across multiple service locations
Oversee workforce planning, rostering, staff rotations and performance management
Develop, monitor and report on operational KPIs, budgets and corporate plans
Ensure consistent, best practice service delivery across all customer channels
Manage complex customer issues, complaints and enquiries professionally
Collaborate with internal stakeholders to continuously improve service outcomes
Support the implementation of Council’s Customer Experience Strategy and service commitments
About You
You’ll be an experienced people leader with demonstrated skills in managing customer-facing operations in a fast-paced, multi-channel environment. You’ll bring a collaborative approach, strong communication skills and the ability to lead your team through change and continuous improvement.
Selection Criteria
Qualifications & Licences
Tertiary qualifications in Business Administration, Project Management, Change Management or related field, or extensive leadership experience in a customer service or government environment
Current NSW Class C Driver’s Licence
Essential Experience & Skills
Experience managing a customer service centre including contact centre operations
Proven leadership, team building and staff development capabilities
High-level interpersonal, written and verbal communication skills
Strong problem-solving, judgement and financial management skills
Proven ability to plan and manage multiple priorities and projects
Advanced Microsoft Office skills and experience with customer experience systems
Knowledge of customer service provision across all channels and environments
Ability to work autonomously, exercise sound decision-making and manage operational risk
Desirable
Post-graduate qualifications in communications, finance, or community engagement
Knowledge of local government operations and policy
Fluency in a community language such as Arabic, Mandarin, Cantonese, Greek, Macedonian, Italian or Vietnamese
Ready to Make Your Mark?
If you’re ready to take the next step in your leadership career and help shape the customer experience journey for our community, we want to hear from you.
Apply now via our website and submit your responses to the targeted questions.
Applications close: 11:59 PM AEST, Thursday 19 June 2025
For further information, view the Position Description or please contact Michelle Cowie, Head of Customer Experience on 02 9330 6401.
Georges River Council aims to be a leading, people-focused organisation delivering outstanding results for our community and city. We foster our values of Accountability, Professionalism, Unity and Honesty and take pride in promoting the image of Council in the community.
Georges River Council is committed to building a workplace culture that values diversity and inclusion.
We welcome applications from Aboriginal and Torres Strait Islander people, workers of all ages, people with disabilities, people who identify as LGBTIQ and those from culturally and linguistically diverse backgrounds.
Please note you must be an Australian or New Zealand citizen or a permanent resident or have unlimited working rights (with no Visa restrictions) in Australia to apply for this position.
