- Band 8: Competitive salary package $141,525 - $158,589 inclusive of superannuation + monthly RDO
- Full-time, permanent role
- Lead Council's customer experience strategy and shape how services are delivered across the organisation
- Join a culture-first organisation committed to innovation, continuous improvement and exceptional community outcomes
About Baw Baw Shire Council
A Baw Baw Shire Council career goes beyond business as usual. You'll find exciting development pathways rich in opportunity. Our thriving and engaged culture-first workplace is built on the passion and talent of people who proudly deliver vital services and exciting projects to a community they care about.
Our organisation comprises of a multicultural workplace of around 400 full-time, part-time and casual employees, all benefiting from great flexibility, work/life sway, study support, health and wellbeing initiatives and ongoing learning and development programs.
At Baw Baw Shire Council, we invite our people to tackle projects that keep them inspired. We encourage the exploration of new ideas. We support the enhancement of building on current skills and developing new ones.
Located adjacent to Melbourne, Baw Baw Shire is one of Victoria's fastest growing municipalities with freeway and V/Line access into Melbourne's CBD and suburbs. This allows easy access to training, seminars and conferences in the city, without diminishing the direct impact that comes from working within a close-knit rural community.
To learn more visit www.bawbawshire.vic.gov.au
About the Role
The Coordinator Customer Experience is responsible for leading the operational management of Council's customer service function and supporting the Manager Customer and Strategy to drive a customer-centric culture across the organisation. You will oversee customer service operations, manage service improvement initiatives, lead community feedback activities and use customer insights to influence how services are delivered. You will also provide leadership and development opportunities to a high-performing team while ensuring Council continues to deliver consistent, accessible and positive customer experiences.
This is an exciting opportunity for an experienced leader who is passionate about customer outcomes and continuous improvement, and who wants to make a meaningful impact across a growing municipality.
About the Successful Candidate
- Significant experience in customer service, customer experience, administration or community engagement, preferably within local government.
- Proven experience leading, motivating and developing teams to achieve organisational objectives.
- Strong relationship-building, communication and stakeholder engagement skills.
- Demonstrated ability to analyse complex issues, identify practical solutions and manage challenging situations with professionalism and empathy.
- Experience using data and customer insights to identify trends, drive service improvements and support strategic decision-making.
- Experience with customer relationship management (CRM) systems and strong digital literacy.
- Tertiary qualifications in Business, Management or a related discipline, together with demonstrated experience in a similar environment.
Research shows that many talented people only apply for roles when they meet every requirement. If this role interests you and you can see yourself succeeding in it, we encourage you to apply, even if your experience doesn't perfectly match every criterion.
Why you'll love working at Baw Baw Shire
We believe in fostering an inclusive workplace where everyone feels valued. We support diversity and encourage applications from persons of all backgrounds. Here are some reasons why you might love working with us:
- Hybrid work is the norm here at Baw Baw for roles that can support it.
- Flexible work options, Baw Baw is committed to work-life balance.
- Learning and development opportunities through professional development programs.
- Access to rostered day off every four weeks (when working full time.)
- Career development opportunities.
- Study/development assistance.
- Employee Assistance Programs (EAP.)
- A thriving Social Club.
- Close to Public transport.
- Ample free parking nearby.
Further Information and How To Apply
To apply, please review the position description and complete your application below including a current copy of your resume and a covering letter.
Applications close 5:00pm Sunday 2 August 2026 and must be submitted through the application form below.
Baw Baw Shire Council is an equal opportunity employer and works in the interest of the safety of children and young people. Our recruitment processes reflect this commitment.
