- Lead and redefine the customer experience for our community, delivering innovative and customer-focused initiatives.
- Permanent full time opportunity in a modern, centrally located Burwood office with excellent transport and dining options nearby.
- Enjoy flexible work arrangements including our RDO scheme to support a healthy work-life balance.
- Make a lasting impact by leading a high-performing team and driving Burwood Council's customer-centred transformation.
- Salary $109,596.94 - $131,193.22 plus superannuation.

About us:

Recently named Australia's Coolest Neighbourhood by Time Out, Burwood is a place on the move.

A diverse, creative and globally connected community, Burwood is known for its vibrant streets, distinctive public spaces, bold public art, and one of Sydney's most exciting food scenes. From cultural festivals and laneway activations to major streetscape transformations, the city is constantly evolving.

Behind it all is a Council that believes its people are the driving force of that momentum. Our team is central to delivering the ambitious vision set out in the Burwood Community Strategic Plan 2036, shaping how the city grows, how it is experienced, and how it is seen by the world.

Your Position:

Be at the forefront of shaping exceptional customer experiences for our community. As our Coordinator Customer Experience, you'll lead a high-performing team, drive innovative service improvements, and play a key role in transforming how Burwood Council anticipates and proactively responds to our vast array of community needs.

This is an exciting opportunity to influence the future of customer service, deliver meaningful outcomes, and make a lasting impact across the organisation and our community.

Your responsibilities will included and not be limited to:

- Lead and inspire a high-performing Customer Service team, driving excellence across Council's call centre and front counter operations.
- Shape the future of customer experience by delivering innovative initiatives that simplify customer journeys and improve community outcomes.
- Drive service excellence and continuous improvement,



embedding customer-focused practices, quality standards and performance measures across Council.
- Use customer insights to make a difference, leveraging feedback, data and trends to inform decision-making and service design.
- Champion innovation and digital transformation, implementing solutions that enhance service delivery and reduce customer effort.
- Build capability across the organisation, coaching teams and fostering a strong customer-centric culture.
- Lead complex customer resolutions, ensuring timely, fair and high-quality outcomes for the community.
- Collaborate with stakeholders across Council to deliver seamless, inclusive and accessible services that meet the evolving needs of our diverse community.

To be Successful in this role, you will have:

You are a customer-focused leader who thrives on improving experiences, leading people and driving meaningful change. Passionate about service excellence, you bring the skills, insight and energy needed to deliver exceptional outcomes for our community.

- Current NSW Class C Drivers Licence.
- Relevant qualifications and/or equivalent experience, supported by a sound understanding of governance, privacy, risk and compliance within a complex organisational environment.
- Willingness to complete pre-employment checks including a national police check and pre-employment medical.
- Proven experience leading and developing high-performing customer service teams, creating a culture of accountability, engagement and service excellence.
- Demonstrated success delivering customer experience improvements, using customer insights, innovation and best-practice service design to achieve measurable results.
- Strong project and change management capability,



with the ability to lead initiatives from concept to delivery while balancing operational priorities.
- Analytical and data-driven mindset, with experience using customer feedback, performance metrics and technology to drive continuous improvement.
- Confidence working with CRM systems, digital platforms and customer experience technologies to enhance service delivery and reporting.
- Exceptional communication and relationship-building skills, with the ability to influence stakeholders and resolve complex customer matters effectively.
- A commitment to inclusive, accessible and culturally responsive service delivery that meets the needs of a diverse community.

Culture & Benefits:

- Health & Wellbeing initiatives (i.e. flu vaccinations, skin checks)
- Access to Fitness Passport membership
- Access to Employee Assistance Program (EAP)
- Access to flexible working arrangements, including work from home and our RDO scheme
- Supportive culture where learning and development is supported

Enquiries:

Further information regarding this role can be found in the Position Description or please contact Julie Mockett, Manager, Customer Experience and Business Improvement on (02) 9911 9***.

If you need assistance with your application, any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact Lauren Allcott, People & Culture Advisor on 02 9911 9***.

How to apply:

Please click on "Apply now" and follow the steps.

Applications are to include a resume, cover letter and answers to the online questions.

Closing date:

Applications close on Wednesday, 28 October 2026 at 11.59pm.

At Burwood Council we celebrate diversity, value inclusion and welcome applicants from all backgrounds, experiences and perspectives. We are committed to creating an environment where every member of our team feels respected, supported and inspired to contribute their unique skills and talents for a better Burwood.

In serving our community, we are also proud to be a child safe organisation.

📌 Coordinator, Customer Experience (Burwood)
🏢 Burwood Council
📍 Burwood