About the role

The City’s Customer Experience Business Unit ensures that the City is adaptable to customer needs and creates seamless and accessible experiences ensuring our customers feel supported, connected and empowered.

A key focus for the Business Unit is the digital transformation of the City of Swan, driving system integration, enhancing efficiency and effectiveness and allowing the City to communicate with its customers using modern, efficient and functional applications.

The Coordinator Customer Experience leads the Customer Service function of the City’s core systems upgrades and online Customer Service improvement initiatives. The position also leads the implementation, measurement, and continuous improvement of the Customer Experience Strategy.

Key Accountabilities include, but are not limited to;

• Key leadership role to implement change across the City and achieve a customer-centric, continuous improvement culture.
• Collaborate with the Human Resources Business Unit to ensure the City’s workforce have the skills, ability and knowledge to ensure that customers experience is frictionless and consistent, and that services, policies, procedures are simplified, transparent and easy to navigate.
• Develop systems to fully understand City customer needs and behaviours ensuring the City can proactively respond to customers changing expectations, based on customer feedback and sentiment data.
• Lead the customer service system upgrades ensuring the City’s customers’ needs are met and transactions are simply and easy.
• Create a consistent omni-channel experience for the City’s customers.
• Provide guidance, research and support and attend to complex and confidential issues impacting the City.

About you

The successful candidate will have the following:

• A Tertiary or equivalent qualification in a relevant discipline or extensive experience in a similar role.
• Current WA ‘C’ Class drivers licence
• 5 years in a relevant Customer Service or business improvement role
• Well-developed leadership and motivational skills.
• Strong ability to tailor communication to suit the needs of staff at all levels, internal and external stakeholders
• A satisfactory National Police Certificate is required.

For more information about the role please refer to the position description.

About working with us

The salary for this position will be from $107,720 to $121,862 per annum, depending on the skills and experience of the successful applicant.

You will also enjoy benefits including

• Flexibility to balance work and life through supported work from home and a 19-day month
• Excellent leave entitlements e.g. purchase additional leave, Local Government public holiday
• Generous Superannuation contributions up to a total combined 16.5%
• Comprehensive employee wellness program
• Generous study assistance (terms and conditions apply)
• Free parking options available
• Travelsmart allowance to support public transport use or cycling to work

About the City

The City of Swan, located north east of Perth, is the largest local government by land size in the Perth metropolitan area, and has one of the fastest growing populations.

The City covers an area of 1,042 square kilometres, equivalent to almost 20 per cent of the Perth metropolitan area. A beautifully diverse expanse of land, the City is rich in natural assets, including the iconic Swan River and internationally renowned Swan Valley viticulture region established in 1829.

Our location, services and facilities make the City an attractive place to live. The population across our 42 suburbs stands at 168,334 in 2023, but is set to reach 300,000 by 2050.

The Whadjuk people of the Noongar Nation have been the traditional custodians of the land for more than 40,000 years. The Derbal Yerrigan (Swan River) holds enormous cultural significance for the Noongar people. The City is also rich in European history, and our community is a melting pot of multiculturalism, with one in three people being born overseas and one in five speaking a language other than English at home. Our ideal location, significant history, diverse community and strong economy ensures a positive future for the City of Swan, full of opportunity.

Our purpose at the City is to improve the quality of life for all of the people who live in, work in and visit the City of Swan by delivering our vision of ‘one city, diverse people, culture and places’ through shared values of respect, excellence, accountability and leadership.

At the City of Swan we are committed to recruiting and retaining the right people and creating a great place to work. We offer our employees real careers, real impact, and real rewards.

We welcome people with diverse skills, experiences, perspectives and backgrounds and encourage applications from Aboriginal or Torres Strait Islander peoples, and individuals who may identify as LGBTIQ+, with disability, a culturally and linguistically diverse background, and people of all ages.

For queries, please contact Shamus Hurley directly on 0438 225 184

To apply please submit a cover letter that outlines your qualifications and experience and why you would be a good fit for this role, and a resume via the link.

Closing Date: Monday 24 March 2025 at 5pm.

The City of Swan reserves the right to commence shortlisting and interviews earlier than the closing date. The City also reserves the right to close the vacancy early therefore if you are interested in this position, please submit an application as early as possible.

*No agencies please.