Job Description

Randwick City Council Administration Building, 30 Frances Street, Randwick, New South Wales, Australia

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Closing date: 11:59pm AEST on 23 September 2026

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Status: Permanent Full-Time (35 hours per week)

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Salary: From $135,901 - $156,286 per annum + 12% superannuation

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Randwick City Council is an innovative and progressive Council committed to serving our vibrant community on the eastern beaches of Sydney. Our Corporate Planning and Performance team is seeking a Coordinator Customer Experience.

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- Ask "what does it look like from the customer's side" in every project meeting?
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- Bring the customer's voice into rooms where it isn't lost in systems, process, and regulatory detail?
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- Thrive on connecting the dots between service design, digital, and culture change?
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Apply your analytical and stakeholder engagement skills to help shape and improve customer experiences. We're looking for a curious and motivated qualified who asks, "What is the data telling us?" before jumping to solutions. Bring fresh perspectives, influence positive change, and grow your career in a supportive environment.

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Enjoy flexible working arrangements, a 9-day fortnight option, additional leave benefits, professional development opportunities, the option of novated leasing, and a stunning eastern beaches location.

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What we value

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We are a dynamic team where integrity, customer focus, accountability, respect, and excellence drive high performance. Our inclusive culture values equity, diversity, and a commitment to supporting our employees and the wider community.

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Things you will do:





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- Lead the implementation of council's customer experience improvement program, acting as an internal consultant on CX strategy, digital channels, service design and organisational culture
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- Work cross-functionally with Customer Service, IMT and operational teams to drive continuous improvement across digital channels, service journey redesign and self-service capabilities
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- Build customer intelligence capability across the organisation, embedding customer-centred service practices and performance measurement into everyday ways of working
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- Identify and progress improvement opportunities that lift customer satisfaction and reduce customer effort
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- Champion a customer-first mindset across teams, helping others see how their work shapes the customer's experience
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You will bring:

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- Degree in customer service, public administration, business or a related discipline, or equivalent industry experience coordinating CX projects within a complex organisation
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- Demonstrated experience coordinating multi-workstream programs, including developing work plans, tracking progress and reporting to management in a challenging environment
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- Sound working knowledge of customer experience, service request management and digital service delivery, including experience with CRM or service management systems
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- Strong analytical skills, with the ability to synthesise insights from customer satisfaction surveys, service performance data and operational reporting to inform improvement
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- Superior communication and facilitation skills, with a demonstrated ability to build consensus and drive outcomes across teams without relying on direct authority
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- A genuine commitment to continuous improvement and customer-centred service delivery, with a practical, solutions-oriented approach to closing service gaps and supporting cultural change
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Further information:

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View the position description online or contact Helen Cram, Manager Corporate Planning and Performance on (02) 9093 6658.

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Note, please provide comprehensive answers to the questions in the online application in your own words to be considered for the position.

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Employment in this position is subject to the successful completion of a Criminal History Check with a result of no relevant adverse findings.

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Randwick City Council is an equal opportunity employer, and we value a diverse workforce and an inclusive culture. We encourage applications from Aboriginal and Torres Strait Islander peoples and people of all identities.

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Job function Professional and Administrative Position

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Randwick City Council Administration Building, 30 Frances Street, Randwick, New South Wales, Australia

📌 Coordinator Customer Experience (New South Wales)
🏢 Randwick City Council
📍 New South Wales