- Lead and redefine the customer experience for
our community, delivering innovative and customer-focused initiatives.
- Permanent full-time prospect 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 Burrow Council anticipates and proactively
responds to our vast array of community needs.

This is an exciting chance 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.
- 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 9***.

At Burwood Council we celebrate diversity, valueinclusion and welcome applicants from all backgrounds, experiences andperspectives. We are committed to creating an environment where every member ofour team feels respected, supported and inspired to contribute their uniqueskills and talents for a better Burwood.

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

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