About the Opportunity

At Port Macquarie Hastings Council (PMHC), every employee plays a part in ensuring we work together to achieve positive outcomes for our community. To help us achieve this, we are seeking an experienced Coordinator Customer Access and Cemetery Services to join our team. The successful candidate will be responsible for leading the operations of Council's Customer Service Centres and Cemetery Services, ensuring a seamless, high-quality experience for the community.

This role plays a vital part in balancing customer service operations with the sensitive and regulated nature of cemetery services, working closely with internal teams and the community to provide efficient, compassionate, and customer-focused service.

To succeed in this role you will have proven leadership in customer service, with experience managing front-line operations and regulated services. Strong stakeholder engagement, communication skills, and a solid understanding of policies and compliance will be essential. Your ability to drive process improvements while balancing efficiency and customer needs will be key to success.

At PMHC, we're proud to be leading the way in customer service innovation. Our team was recently recognised as a Highly Commended in the 2024 National Customer Service Awards for Innovation, thanks to our work in AI-driven sentiment analysis and gamification. By shifting the focus from speed to empathy and rapport-building, we're using technology to deliver a more personalised, meaningful experience to our community. You'll also be based in our newly refurbished Customer Service Centre, designed to support a modern, collaborative, and customer-focused environment.

This is your chance to join a forward-thinking team that embraces innovation and puts the customer at the centre of everything we do.

On a typical day, you will:

• Overseeing the Customer Service Centres, ensuring seamless operations and a positive customer experience.
• Managing cemetery services, including bookings, customer enquiries, and records management.
• Handling complex customer interactions and escalations, providing leadership and support to the team.
• Collaborating with internal teams to improve customer access, service processes, and digital capabilities.
• Leading continuous improvement initiatives to enhance both front-line customer service and cemetery operations.
• Ensuring compliance with relevant legislation and policies, while maintaining a customer-first approach.

Remuneration and Benefits

Employment Type: Full time, Permanent 35 hours per week

Salary (exclusive of super): Starting range of $84,727 to $94,836 dependent on skills and experience PLUS 11.5% superannuation

Benefits:

• Flexible work arrangements - hybrid working and flexi-time
• Discounted gym membership through membership to Fitness Passport
• Career development opportunities
• Annual salary increase as per the Local Government (State) Award 2023 plus annual salary review
• Long service leave after 5 years
• Generous employee assistance program
• Salary packaging options available through Salary Packaging Australia and Maxxia
• Recognition through our annual awards ceremony celebrating and rewarding staff achievements

About the Port Macquarie Hastings Region

The region is one of Australia's most enviable locations. We boast a stunning hinterland, kilometres of pristine beaches, national parks, playgrounds, sporting facilities, restaurants, galleries, theatres and a genuine community vibe. The Mid-North Coast is perfect for hiking, surfing, camping, fishing, exploration, sports, arts, theatre, food and wine.

Questions?

If you would like to know more about this opportunity or have any questions about the role please contact Matthew Cosgrove, Customer Service Manager on (02) 6581 8225.

Interested in Applying?

Please complete the application form below and answer the questions which relate to the essential requirements within the position description, then upload a copy of your resume and cover letter.

You will find the position description when you apply for the role.

You may find it helpful to write your response to the questions in a word document then copy/paste this into the application form once you are ready to submit your application.

Applications Close: Tuesday 8 April 2025 at 11:30pm

Notes:

Suitable candidates may be placed on a talent pool or eligibility list for future identical, or similar positions for a period of 12 months.

Please upload documents in PDF format.

We often ask our preferred applicants to complete pre-employment checks. This may include: Reference Checks; National Criminal Police Check; Medical Assessment; Qualification Verification; Working with Children Check Verification.

PMHC's recruitment notification process is primarily via system generated emails. Please ensure your email is correct before submitting an application to avoid missing crucial updates and outcomes. Email communication notifications are used for but not limited to: application received, interview booking tools, confirmation of interview, request for references/more information, delay notifications, testing/assessments (aptitude/psychometric/industry specific) and application outcomes (unsuccessful before or after interview).

Please regularly check your 'junk mail' or ensure our email address [email protected] and Pulse email [email protected] is set to 'trustworthy'.

Port Macquarie Hastings Council adheres to the principles of a child safe organisation and is committed to the care and protection of all children and young people.