Coordinator Customer Service
Job No:
MRSC7046
Location:
Macedon Ranges
Fixed Term Full Time - January to December 2026
$104,190 - $116,567 per annum plus Super and RDO
Position No: 7046
About the role
This role is responsible for leading and continuously improving the standard of customer service across the entire Council. It involves strategic oversight and day-to-day management of customer service centres, including developing, supporting, and empowering team members to deliver high-quality, responsive, and consistent service. You will ensure all customer interactions align with the Council’s policies, procedures, and the commitments outlined in the Customer Service Charter. Beyond the frontline, the role has a broad organisational reach. You will engage, liaise, and collaborate with departments across the Council to ensure that customer needs and service expectations are understood, embedded, and consistently met throughout the organisation. By acting as a key conduit between service delivery teams and internal business units, you will influence how policies, processes, and digital initiatives are designed and implemented to improve the end-to-end customer experience. A core aspect of the role involves assisting in managing and resolving complex customer enquiries and ensuring that the complaint process is followed, often requiring cross-functional coordination and a strong understanding of Council services. You will analyse service performance data to identify trends, inform decision-making, and drive continuous improvement initiatives that benefit both customers and internal teams. In addition, you will build and maintain strong working relationships with external partners and community stakeholders. This role will support a customer-focused culture in the Council by using customer feedback to guide strategy, improve services, and drive change.
About you
You are an experienced customer service professional with strong leadership skills and a passion for delivering high-quality service. You will have demonstrated experience in managing people and excel at motivating teams, resolving complex enquiries, and improving service processes. With excellent communication, time management, and analytical skills, you’re confident working across departments and building strong relationships. You bring a proactive, customer-focused mindset, are comfortable navigating change, and use data to drive continuous improvement. Proficiency in Microsoft Office 365 and a collaborative approach round out your skill set.
Working at Macedon Ranges Shire Council
At Macedon Ranges Shire Council, we’re passionate about building a thriving workplace where everyone feels respected, valued and empowered to contribute. You’ll work together alongside supportive and collaborative colleagues who share our values of honesty, accountability and innovation. We champion a culture of belonging through a variety of workplace flexibility options, and calendar of wellbeing, diversity and inclusion related programs and initiatives.
Staff Benefits
- Flexible Working Arrangements
- Discount on memberships at Council gym and pool facilities
- Annual no cost flu vaccinations
- Employee Assistance Program
- Purchased leave
- Access to hundreds of exclusive workplace benefits via our Employee Benefits platform
- Onsite treater available to support your health and wellbeing at work
Interviews are expected to be held from the week commencing 3 November 2025.
Closing Date: 24 October 2025 at 5:00pm.
To apply please click below and follow the prompts. Please have a copy of your current Resume, responses to Selection Criteria for the role and a Cover letter ready to attach.
We value diversity and welcome applications from people of all backgrounds, cultures, abilities, and identities. If you require adjustments to participate in the recruitment process, please let us know at jobs@mrsc.vic.gov.au.
Direct applications only – Council does not accept unsolicited resumes from recruitment agencies.
