Applications for this position are open until a suitable pool of candidates is received. This means the vacancy may close without notice. If you are interested in this position, we highly recommend you apply as soon as possible.

Together, we're working to build a vibrant and sustainable regional city... and we would love for you to join us.

In the heart of the Goldfields, Kalgoorlie-Boulder is a modern and thriving city that embodies the true spirit of a regional community. Located approximately 600 kilometres east of Perth, more than 30,000 people call the city home and enjoy the amenities and facilities of a metropolitan city, with the lifestyle benefits that come from living in a place where nature and adventure are on your doorstep.

With new leadership, dedicated staff and a supportive Council, the City is working towards the vision of being a sustainable regional city of the future.

We are dedicated to working together to achieve the best possible outcomes and are guided by our intention to:

- Be a clean and green city
- Be a place people call home
- Have facilities and services for everyone
- Encourage and support economic development and diversification
- Be a quality employer.

Starting from: $95,974.73

About The Role

- Shape the customer experience of one of Western Australia's most dynamic regional cities.
- At the City of Kalgoorlie-Boulder, we're committed to delivering outstanding service to our community. This newly elevated leadership role offers an exciting opportunity to drive customer experience excellence while supporting the delivery of programs, projects and initiatives that make a real difference to our residents, businesses and visitors.
- As our Senior Officer Customer Experience & Support, you'll lead the City's Customer Service and Community Development Support teams, champion continuous improvement, and help shape the way our community engages with the City.
- This is more than a traditional customer service role. You'll be at the forefront of enhancing service delivery, guiding a high-performing team, supporting major community initiatives, and helping build a customer-focused culture across the organisation.
- What You'll Be Doing




- You'll take the lead in:
- Driving the City's customer experience strategy and service improvement initiatives.
- Leading and developing Customer Service and Community Development Support staff.
- Managing complex customer enquiries and supporting the resolution of escalated matters.
- Coordinating customer service operations across multiple service channels.
- Supporting community programs, grants, events and strategic projects through high-quality business support services.
- Overseeing procurement, purchase orders, requisitions, invoicing and financial administration processes.
- Building strong relationships with stakeholders across the organisation and community.
- Providing specialist advice to support better service delivery and community outcomes.
- Identifying innovative ways to improve how the City engages with and serves its community.
- What We're Looking For
- We're seeking an experienced and motivated leader who thrives in a fast-paced, customer-focused environment.
- You'll bring:
- Experience leading customer service, administration or business support teams.
- A passion for delivering exceptional customer experiences.
- Strong leadership, coaching and people management skills.
- Outstanding communication and stakeholder engagement abilities.
- Experience managing competing priorities and navigating complex customer issues.
- Sound knowledge of procurement, financial administration and business systems.
- A proactive approach to continuous improvement and organisational excellence.
- Local Government experience is highly regarded, but we also welcome applications from professionals looking to bring their leadership and customer experience expertise from other sectors.
- Why Join Us?
- At the City of Kalgoorlie-Boulder,



you'll have the opportunity to make a meaningful contribution to a vibrant and growing regional community.
- We offer:
- A rare opportunity to shape and influence customer experience across the organisation.
- Diverse and meaningful work supporting community outcomes.
- A collaborative and supportive leadership team.
- Professional development and career growth opportunities.
- A positive workplace culture built on accountability, collaboration, integrity, respect and excellence.
- The chance to live and work in one of Australia's most unique and resilient regional communities.
- About Kalgoorlie-Boulder
- Connected by its many communities and abundant in opportunity, Kalgoorlie-Boulder offers an enviable regional lifestyle, rich cultural heritage, strong community spirit and access to world-class sporting, recreation and arts facilities. Whether you're seeking growth opportunities, adventure or a greater sense of community, you'll find it here.

- Ready to Make an Impact?
- If you're passionate about customer experience, enjoy leading people and want to play a key role in supporting community outcomes, we'd love to hear from you. Apply now and help shape the future of customer experience at the City of Kalgoorlie-Boulder

Values

- We are guided by our values of: Accountability | Collaboration | Teamwork | Respect | Integrity | Transparency | Excellence

Benefits We provide employees with generous employment conditions/benefits, including:

- Salary sacrificing
- Flexible Working Arrangements
- A host of health and well-being initiatives, including the Employee Assistance Program
- Generous Superannuation contributions with the City matching up to 3% voluntary additional contributions
- Training and development opportunities
- Free Parking
- Subsidised gym/leisure centre membership (at the nearby Goldfields Oasis)
- $300 annual reimbursement for attendance at, or use of, City owned facilities
- Rebated childcare offered
- We are an Equal Employment Opportunity employer, meaning all applicants are treated fairly and respectfully and have equal access to the opportunities available.

📌 Senior Officer Customer Experience and Support (Kalgoorlie - Boulder)
🏢 City of Kalgoorlie-Boulder
📍 Kalgoorlie - Boulder