Company Description

Position: Senior Customer Experience Officer
Location: Stirling, Western Australia
Type: Permanent, Full Time
Salary: From $85,751 base salary + super (based on experience)

At the City of Stirling, we’re proud to be WA’s largest local government, serving over 243,000 residents with more than 200 community-focused services. With a workforce of 1,500, we’re committed to building an inclusive, capable and future-ready organisation. We invest in our people, embrace innovation, and offer a workplace where flexibility, wellbeing and growth are more than just words—they’re how we work.

Job Description

Why You’ll Love This Role

You’ll play a pivotal part in shaping the customer experience for a diverse and vibrant community. As a key member of our Customer and Communications team, you’ll drive continuous improvement, champion customer-centric initiatives, and help embed a culture of excellence across the City. Your leadership will directly impact how we serve our residents and support our team.

What You’ll Be Doing

• Lead and advocate for customer experience excellence
• Support and supervise the Contact Centre team
• Drive continuous improvement and innovation
• Manage complaints and sensitive correspondence
• Oversee customer satisfaction measurement and reporting
• Coordinate resident welcome packs and communications
• Support staff rostering and daily operations
• Act as Team Leader when required

Please click here for the Position Description.

Qualifications

What You’ll Bring

We’re looking for a proactive leader with a passion for customer service. You’ll ideally bring:

• Certificate IV in business/leadership or equivalent experience
• Strong customer service and continuous improvement focus
• Excellent communication and interpersonal skills
• Experience handling complaints and sensitive issues
• High attention to detail and problem-solving skills
• Ability to work autonomously and in a team
• Advanced computer skills (Microsoft Office)
• Experience supporting people leaders in customer service

Additional Information

Why You’ll Love Working Here

Work Your Way – Flexible hours and free parking
Rewarding You – Boosted superannuation and extra leave options
Feel Your Best – Gym discounts, wellness perks, and more
Explore all our benefits at www.stirling.wa.gov.au/employment

Ready to Make a Real Impact?

If you’re ready to lead with purpose and help shape the future of customer experience at the City of Stirling, we’d love to hear from you. Apply now and be part of a team that values innovation, inclusion, and growth.

Additional Information
Questions? Reach out to Stacey Halicki on (08) 9205 8993
Applications close: Monday 31 October 2025, 11.59pm (We may begin interviews before the closing date, so don’t wait!)

The City embraces its diverse workforce by supporting work-life balance and offering opportunities for progression and development. Here at City of Stirling we celebrate and support inclusion and diversity.

We acknowledge the traditional custodians of the City of Stirling, the Wadjak People of the Nyoongar Nation, and the Aboriginal and Torres Strait Islander peoples of Australia. We will act with compassion and respect towards all people and value people of all abilities, ages, religions, faiths, sexualities, gender identity and cultural backgrounds.