Customer Experience Officer

"YOU COULD MAKE ALL THE DIFFERENCE"

Primary Work Location: Wyong NSW 

• Make a huge contribution to the existing Customer Experience 
• Leading edge role for design thinking and customer journey mapping professionals 
• Permanent part time position - 28 hours per week (up to 35 hours per week)

Central Coast Council is committed to the goals of equal opportunity employment. We aim to provide a work environment for our employees that fosters equity, diversity and respect.

Ideally located on the northern fringe of Sydney and just an hour's drive from Newcastle, the Central Coast offers one of the best places in Australia to live and work. 

Today the Central Coast is one of the fastest growing regions in NSW, with the third largest Local Government Area (LGA) in NSW and the 6th Largest LGA in Australia.

The role of Customer Experience Officer is responsible for ensuring in conjunction with the Customer Experience Coordinator the development and implementation of the Customer Experience program across all services within Council to meet the requirements and demands of all key stakeholders.

Our ideal candidate will be someone who is excited about putting Central Coast Council in the forefront of Customer Experience. You understand customers interactions and motivation and will work collaboratively with all units across Council to ensure the best experience for all stakeholders. You will have experience with design thinking and the development and implementation of customer journey maps.

This position is required to provide quality customer service and create value for the community.

Key activities of this role include:

• Coordinate the development and implementation of customer journey mapping throughout Council business units and liaise with all internal and external stakeholders
• Complete analysis of Customer Experience survey data collection by reviewing previous surveys, reports and providing data comparison reports to Customer Experience Coordinator 
• Create business unit customer surveys, online feedback surveys and advanced data analytics that support Customer Experience initiatives.

About You:

• Do you strengths lie in collaboration, developing change programs and driving improvements in Customer Experience?
• You want to bridge the gap between customer service and Customer Experience in a large organisation
• You enjoy sharing your knowledge and expertise, while also learning from others
• Having a work/life balance is important to you

About Us:

• We are a large organisation delivering a wide variety of services to our local community;
• You’ll be joining a team of customer service professionals who excel at what they do;
• We offer a supportive work environment with opportunities for career development;
• We provide opportunities to collaborate with subject matter experts from a variety of areas across the organisation;
• We offer an attractive range of benefits to our employees.

Please refer to the Position Description for detailed information on the position and required skills and experience.

This role provides a salary range of between $66.3k to $79.6k per annum (based on 28 hours per week) + 11% superannuation.

Enquiries: Marcelo Vieira, Customer Experience Coordinator on ph: 0429 493 ***.

Please note: Due to the current COVID-19 situation interviews may now be conducted via Microsoft Teams.

If you are deaf, hearing or speech impaired, you can contact us through the National Relay Service TTY call 133 677 or Speak & Listen 1300 555 727.

Closing Date:  Applications close at Midnight on Sunday 31 March 2024. 

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HOW TO APPLY

Thank you for your interest in the position.

For more information on applying for a role with Central Coast Council please click on the following link: https://www.centralcoast.nsw.gov.au/council/about-council/careers-and-volunteering/applying-position

Apply now using our fast, easy to use on-line application process. 

Don't have access to a computer or electronic device? Applications can be lodged at any of Council's 11 Library locations. Pre-book a free 1 hour computer time-slot by contacting your nearest library https://www.centralcoast.nsw.gov.au/libraries/our-branches or ask at the  Library enquiry counter.

Please note that you do not need a "password" to use our on-line application system, however you will need to complete your application without leaving the system as your application will not be saved.

** It is recommended that you review the questions and prepare your responses in a Word document or similar before commencing your on-line application. Your responses will not be saved if you encounter any problems submitting your application.

** We recommend that you use Google Chrome for best System performance.

To lodge your application, please follow the below steps:

Step 1:  Answer the on-line questions shown below. Please ensure that you provide as much detail as possible in response to the questions asked.

Step 2:  Attach your Resume 

Step 3:  Attach your qualifications and licences

Once your application is successfully lodged you will receive an automated response sent to your e-mail address. If a response is not received this means that your application has not been successfully submitted and you will need to lodge another application.

IMPORTANT: If you require assistance to lodge your application please contact our Talent Acquisition team by emailing *******@centralcoast.nsw.gov.au or phone 0409 601 *** to discuss what reasonable adjustments you may need.

Applicants who are selected for interview will be contacted by phone or e-mail.  Please be advised, in order to ensure you receive all email communications from Central Coast Council, please whitelist '*******@centralcoast.nsw.gov.au' in your preferred email client.   For Further instructions please click here. 

 PLEASE NOTE: By completing and submitting this online application you confirm that any information provided by yourself in this application is true & correct and acknowledge that any offer of employment may be withdrawn should the information that you have provided in support of your application be shown to be false.  You also consent to employment screening checks being conducted where appropriate.  This may include associated checks (Referee check, Working With Children Check, Entitlement to Work in Australia, Employment History and an Australian Federal Police Check) as well as substantiation of educational qualifications, industry memberships, previous Central Coast Council employment history and association with professional bodies.

I also acknowledge that I will be required to provide proof of eligibility (including photo identification) to work in Australia if selected for an interview.