Customer Service Training & Quality Coordinator

Customer Service/Customer Service/People Performance & Technology

Part Time/Permanent - 3 days a week

Caring for our city, creating a future for all

Be part of a purpose‑led organisation with care at its core. You’ll make a difference by acting in the best interests of our communities and city. Be better together with collaborative and inclusive partnerships. Embrace possibilities and be open to new ideas and creating bold solutions.

About the role

We’re looking for a passionate and proactive Training & Quality Coordinator to help shape the future of customer service at the City.

In this pivotal role, you’ll design and deliver engaging, competency‑based training programs, coach and mentor our customer service team, and ensure we’re consistently meeting our service standards. You’ll partner closely with the leadership team to drive and embed a culture of quality and excellence in every interaction.

If you thrive on helping others reach their potential, enjoy developing innovative learning approaches, and take pride in maintaining high service standards, this is a great opportunity to make a difference.

What we’re looking for:

- experience in developing and delivering training in a contact centre or customer service environment
- coaching and mentoring skills, with a focus on performance and quality outcomes
- a collaborative style and ability to engage with a diverse range of learners
- Certificate IV in Training & Assessment (or will complete within the first 6 months)

The recommended applicant must complete a pre‑employment health declaration and a criminal history check.

Applications must be submitted online by 11:59pm, Sunday 26 July 2026.

For more information, contact Cath Veronesi, Executive Manager Service Experience on .

What we can offer you

You’ll work with passionate,



welcoming and supportive people who care for our communities and create a future for all.

- 3 days of care and cultural leave each year for health and wellbeing activities, cultural and religious days or events of significance
- Collaborative approach to flexible working
- City centre head office, with many public transport options.
- Leadership and management development program
- Further education program providing reimbursement of course fees, and study and exam leave
- Opportunity to attend external courses and conferences
- Long service and employee recognition awards
- Employee assistance program offering free, confidential counselling

Supporting families

- We provide 26 weeks of paid parental leave for all recent parents, supporting diverse and inclusive families
- Paid and unpaid adoption and long‑term fostering leave
- Paid superannuation for up to 52 weeks of parental leave
- Part‑time and job‑sharing options available
- Supportive return‑to‑work environment

Inclusive culture

- Recognised as an Inclusive Employer by the Diversity Council of Australia
- Active employee networks including City Women, City Pride, DiverseCity, Inclusive City, Young Professionals and Aboriginal and Torres Strait Islander network

We welcome candidates from all backgrounds in a workplace as diverse as our communities. We’re passionate about gender balance, with an executive team two‑thirds female and half of leadership roles held by women.

All applicants, including Aboriginal and Torres Strait Islander peoples, people with disability, veterans and people of diverse sexualities and genders, are encouraged to join us.

We’re a disability confident recruiter. If you identify as a person with disability and require support for your application or the recruitment process, contact us at or .

The City of Sydney acknowledges the Gadigal of the Eora nation as the Traditional Custodians of our local area

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📌 Customer Service Training & Quality Coordinator (City of Sydney)
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