Customer Experience Coordinator

About usOur council presents an exciting opportunity for people seeking a dynamic, progressive and fast-paced organisation.We have developed a positive workplace culture where collaboration and personal development are core components.Ours is a genuine commitment to making a tangible impact on the community through a role offering both purpose and stability.Invest in your own professional and personal growth and be a real contributor to the experience of the Palmerston community.There is a sense of pride in the work we do and what we can achieve together for the people of Palmerston.Coming together with like-minded people is energising and engaging – you know when you apply yourself you can make a difference that matters.We see investing in our people as an investment in our community.Our Commitment to You and Our CustomersAt CoP we valueTeamworkCommitment and AccountabilitySustainability and Self-SufficientQuality ResourcesA culture of Continuous improvementIn addition to our focus on culture, values, and behaviours, we embed our Customer Service Charter in everything we do both internally and externally. The pillars of our Customer Service Charter are:Make it easy for customerPerform with prideListen, learn and actEvaluate and improveAbout the OpportunityReporting to the People and Customer Manager, the Customer Experience Coordinator is responsible for contributing to the delivery of the City of Palmerston Community Plan including the following:Embedding our Customer Charter across all areas of Council, improving overall Customer ExperienceSupervising, coaching and developing the Customer Experience TeamCollaborating with departments to improve Customer ExperienceImplementing and administering the Customer Request SystemDeveloping and reporting on Customer Experience measuresAbout YouTo be successful in the role, you must have:Certificate IV level qualification in Business, Management, Customer Service or other relevant field with three years’ working experience in a role of similar nature.Excellent customer service skills with experience in handling complex and sometimes difficult customer situations.A creative, positive and forward-thinking mind with experience in process improvement and innovation.Ability to effectively coordinate team members, monitor performance and support/coach/mentor to achieve individual and council goals and objectives.Strong interpersonal skills and a demonstrated ability to communicate effectively (written and verbal) and build rapport with team members, stakeholders and customers alikeHigh level energy, enthusiasm, flexibility and determination to achieve objectives within a range of competing demands.Well-developed organisational, prioritisation and time management skills, including the ability to work autonomously in meeting deadlines.Well-developed inquisitive and analytical skills, including evidence-based decision-making, data management, reporting and Microsoft Excel skills.What we can offer you:A great team environment and cultureGenerous leave entitlements including six weeks annual leaveGenerous training and professional development opportunitiesOngoing opportunity and a wide range of employment benefitsAt City of Palmerston we embrace diversity and strongly encourage applications from Aboriginal and Torres Strait Islander peoples and people from culturally diverse backgrounds.To view a copy of the position description and to 'Apply' please see below.Applications Close: Tuesday, 26 March 2024