- Build and deliver customer service capability programs for Customer Service.
- Drive customer experience excellence through coaching, training and quality assurance
- Improve frontline capability and help create a high-performing, customer-focused culture
- Build and deliver customer service capability programs for Customer Service.
- Drive customer experience excellence through coaching, training and quality assurance.
- Improve frontline capability and help create a high-performing, customer-focused culture.
Lead customer service coaching and training initiatives that enhance capability, service quality and customer experience outcomes.
We're building Darebin's future - and we're looking for great people to join us.
As part of our organisational redesign, we're introducing new roles that support Darebin's future focus and priorities.
About the role:
As Customer Experience Coach, you will play a key role in strengthening customer service capability across Council. Reporting to the Coordinator Customer Service, you will design, deliver and continuously improve coaching and training programs that enhance customer experience, service consistency and productivity. You will use quality monitoring, customer feedback and performance data to identify capability needs and drive measurable improvements in customer outcomes.
You will:
- Design, develop and deliver engaging customer service training programs, including induction, CRM system training, skills refreshers and customer experience uplift initiatives.
- Provide targeted coaching, mentoring and feedback to Customer Service Officers across phone, digital and face-to-face channels.
- Partner with Customer Service Team Leaders to identify capability needs and support coaching, development and performance improvement initiatives.
- Lead quality assurance activities including call monitoring, interaction reviews and calibration exercises to ensure service quality, consistency, professionalism and compliance with standards.
- Analyse customer feedback, quality assurance results and performance data to identify capability gaps and improvement opportunities.
- Maintain training records and provide reporting on capability development outcomes while supporting continuous improvement initiatives.
About you:
You are an experienced contact centre trainer and coach who is passionate about customer experience and developing people. You bring strong facilitation skills, a collaborative approach and the ability to inspire others to achieve high standards of customer service.
- Demonstrated experience in systems training, coaching and workforce development within a Customer Service Contact Centre.
- Experience working within a Contact Centre including CRM, contact centre telephony systems and call taking.
- Strong knowledge of adult learning principles and experience designing engaging learning programs.
- Proven ability to coach individuals and teams to improve performance and customer experience outcomes.
- Excellent communication, facilitation and stakeholder engagement skills.
- Certificate IV in Training and Assessment and/or relevant experience coaching and training within a contact centre environment.
Why Darebin?
Darebin City Council is committed to equity, diversity and inclusion. We proudly serve one of the most diverse communities in Victoria, and we know that a diverse workforce strengthens our ability to deliver meaningful outcomes.
We offer:
- A supportive team environment
- Opportunities for professional development and career growth
- A workplace that values collaboration, integrity, respect and creativity
- The chance to make a real difference
How to Apply
To apply, please submit your application including a Cover Letter and Resume. If you wish to address the Key Selection Criteria in the Position Description, you may do so in your cover letter.
Applications close on 19 July 2026 at 11:30pm.
Applications will be reviewed during the advertising period so if you’re interested in this opportunity, we encourage you to get your application in as early as possible.
For a confidential discussion about the role and the opportunity, contact Alex, Customer Service Coordinator on 03 8470 8360
Should you need reasonable adjustments to our recruitment process to support your accessibility needs, please get in contact with us and advise how we can best support you.
Pre-employment Checks
Darebin is committed to providing a safe working environment that embraces and values child safety, and thorough ‘Safety Screening’ processes apply.
To work at Darebin City Council, you will be required to supply proof of work rights, a Victorian Employee Working with Children Check and comply with Child Safety standards. All employees are required to undertake an Australian Criminal History Check and may be required to complete a Functional Health Assessment.
