Canterbury-Bankstown Council

Coordinator Contact Centre and Customer Experience

Here at CBCity

The City of Canterbury Bankstown is one of the largest Council’s in NSW with the most culturally, socially and economically diverse communities in Sydney. We deliver 28 key services such as childcare, waste collection, parks maintenance, libraries, community facilities and aquatic centres to over 380,000 residents.

The role

Lead the Future of Customer Experience at CBCity!

Are you a customer focused leader ready to make a real impact? CBCity looking for a passionate and driven Coordinator Contact Centre and Customer Experience to take charge of our multi-channel service operations.

In this pivotal role, you’ll lead and manage the day-to-day operations of our digital, phone and in-person service channels across multiple Contact and Visitor Service Centres. Your leadership will empower a dedicated team to deliver seamless, high-quality support that enhances the lives of our residents, businesses, and community stakeholders.

If you're ready to shape meaningful customer journeys and drive service excellence, we want to hear from you!

Duties will include but not be limited to:

• Build and lead a high-performing team of 40+ staff, including Team Leaders, through coaching, development, and onboarding.
• Manage multi-channel customer service operations (phone, email, chat, third-party platforms, and face-to-face).
• Ensure quality assurance standards, KPIs, and SLAs are consistently met.
• Identify improvement opportunities, lead change, and drive service excellence.
• Oversee forecasting, rostering, and workload prioritisation.
• Ensure compliance with Local Government policies, WHS, and EEO principles.
• Analyse service requests, evaluate performance, and monitor progress toward unit goals.
• Maintain relationships with after-hours providers and third-party reporting platforms.
• Explore and implement new technologies (e.g. Genesys, Knowledgebase Systems, A.I.).
• Engage and collaborate with internal and external stakeholders to align services with Council objectives.
• Support strategic planning for future service changes (e.g. FOGO, Library Visitor Services).
• Represent and promote a positive City image through strong customer network engagement.
• Partner with the Manager Customer Experience and Recreation on operational and strategic planning initiatives.

For a full list of duties, click HERE to review the position description.

You will have

• Relevant tertiary qualifications and/or proven experience in team leadership, coaching, and staff development.
• Minimum 5 years’ leadership experience in contact centre environments.
• Strong skills in identifying improvement opportunities, driving change, and managing operations.
• Experienced in forecasting, rostering, and achieving SLAs/KPIs across service channels.
• Proven ability to manage multi-channel customer service (calls, email, chat, digital) and face-to-face services.
• Sound understanding of IT systems, telephony, and service delivery technology.
• Strong business writing and communication skills.
• Knowledge of Local Government frameworks is an advantage.

The salary range for this opportunity starts at $111,988 (Grade I, Step 1) + 11.5% super. Salary is negotiable dependent on skills and experience.

What’s on offer

• An Attractive Remuneration Package.
• Embrace a better work-life balance with our Accrued Time Off program, designed to prioritise your well-being and help you manage the balance between your personal and professional life.
• Contribute to making a positive impact on our community.
• An investment in your professional growth, fostering continuous learning and development opportunities.
• Access to our employee Health and Wellbeing Programs.

For more information, please contact James Coorey (Manager Customer Experience & Recreation) at james.coorey@cbcity.nsw.gov.au

You will need to submit your application via the ‘Apply’ button below and create a login using your email address and upload a

• Resume; and
• Cover Letter addressing the selection criteria within the position description and explaining your suitability for the role.

Applications close Wednesday 28 May 2025.

CBCity is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We want our workplace to reflect the diverse community we serve. We encourage applications from all backgrounds, experiences and abilities; this includes people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds.

If you require support with your application and throughout the recruitment process, please contact the Talent Management Team at recruitment@cbcity.nsw.gov.au

Successful applicants may be required to undertake a Criminal History Check, Medical and/or Working with Children Check in accordance with the position.   

Applicants must hold an Australian citizenship, permanent residency, or possess a valid work permit/visa with full unrestricted working rights to be eligible.