Job Description
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- Starting from $127,722 + super+ monthly day off /n
- Full-time Ongoing role /n
- Play a pivotal leadership role in enhancing the customer experience for a growing and diverse community. /n
- Lead a dedicated team while influencing strategic service improvement and organisational transformation initiatives. /n
- Join a collaborative, values-driven organisation that is committed to continuous improvement, innovation and service excellence. /n
- Enjoy opportunities for professional growth, leadership development and the ability to make a lasting impact across the organisation. /n /n /n /n /n

About Us
/n /n /n As one of Victoria’s fastest‑growing municipalities, Cardinia Shire Council is an innovative and community‑focused organisation committed to delivering high‑quality services for our residents. We’re driven by curiosity, continuous improvement, and a genuine passion for creating a thriving, connected, and sustainable place to live and work. /n /n /n We’re invested in our people and champion a culture where diverse perspectives are valued, learning is encouraged, and your contribution has real impact. If you’re motivated, community‑minded, and looking to build a meaningful career in local government, you’ll find opportunity and purpose here at Cardinia /n /n About the prospect /n /n /n This is a unique opportunity to lead the delivery of exceptional customer experiences for one of Victoria's fastest-growing communities. As Coordinator Customer Support, you will inspire and develop a high-performing customer service team, leveraging customer insights and operational data to drive innovation, continuous improvement and service excellence. You'll play a pivotal role in shaping how our community experiences Council,



championing a customer-first culture and influencing the future direction of customer service across the organisation. /n /n /n You will make an impact by /n /n /n /n
- Leading, coaching and developing a customer support team that delivers exceptional service across multiple customer channels. /n
- Using customer insights, performance metrics and operational data to drive service improvements and informed decision-making. /n
- Overseeing the day-to-day operations, performance and quality assurance of Council’s Customer Support function. /n
- Driving continuous improvement initiatives, systems enhancements and customer service innovation across the organisation. /n
- Building strong partnerships across Council to foster a customer-centric, responsive and accountable culture. /n /n /n /n What you will bring /n /n /n /n
- Demonstrated leadership experience managing and developing teams within a customer service or contact centre environment. /n
- Specialist expertise in contact centre operations, technology, metrics and multi-channel customer service delivery, including phone, email, webchat and social media. /n
- Proven experience establishing and leading the operational rhythm of a customer support or contact centre function, including workforce performance, reporting and quality assurance. /n
- Robust analytical skills with the ability to interpret customer feedback,



performance data and trends to identify opportunities for service improvement. /n
- Exceptional stakeholder engagement, communication and relationship-building skills, with the ability to influence and collaborate across all levels of an organisation. /n
- Sound financial management skills, including experience managing budgets, resources and operational performance targets. /n
- Relevant tertiary qualifications in business, customer service, administration or a related discipline, or extensive equivalent industry experience. /n /n /n /n Why work with us /n /n /n /n
- Activity based and hybrid work model. /n
- Opportunities to work on innovative and impactful initiatives that make a real difference to the community. /n
- Career development opportunities, including training and education programs, and leadership development initiatives. /n
- A commitment to sustainability and environmental stewardship, with initiatives to reduce the Council's carbon footprint and promote sustainable practices in the community. /n
- A focus on work-life balance, with programs and initiatives designed to support employees' physical and mental well-being. /n
- Discover these benefits and how we support and value our employees throughout their career journey. Click here. /n /n /n /n To apply /n /n /n /n
- Please complete the online application form, including your resume and a brief cover letter demonstrating your suitability to the role. /n
- Applications close, 16th October 2026 /n
- /n /n For more information about this opportunity, please refer to the Position Description or contact Tracey Varley, Manager Communications, Engagement and Customer, on 0409 265 642 or T.
[email protected]./n /n /n /n /n Cardinia Shire Council is an e

📌 Coordinator Customer Support (Ballarat)
🏢 Cardinia Shire Council
📍 Ballarat