About the Opportunity

Mitchell Shire is on a journey and there's never been a better time to be part of it. As we grow, we're transforming the way we connect with our community, putting customers at the centre of everything we do. As our Customer Experience Coordinator, you'll have a genuine role in shaping it.

This isn't your average customer experience role. You'll lead our Customer Experience and Information Services team with real scope, real influence and a genuine mandate to raise the bar. No two days will look the same. One day you may be digging into customer data to uncover the next continuous improvement opportunity, the next you're coaching your team, steering complex projects, or rolling out a capability program that lifts the standard right across Council.

This is a role with strategic depth and genuine community impact. If you're someone who sees the bigger picture without losing sight of the details, this one's for you.

The role is located in Broadford, however, employees may be directed to move either permanently or for temporary periods to other locations within the Shire due to operational requirements.

This is a permanent, full time opportunity with a Monthly ADO. Remuneration begins at $122.5K to $137K (Band 8) plus superannuation.   

About You

You're a people first leader who knows how to get the best out of a team while keeping the bigger picture in focus. You've worked in a complex service environment before and you know what good customer experience looks and feels like and more importantly, how to measure and continuously improve it.

To be successful in this role, you'll bring:

• Proven leadership skills with the ability to motivate, coach and develop teams
• A track record of developing and delivering customer experience programs in a large or complex organisation
• Demonstrated experience using customer data and research to drive meaningful improvements
• Demonstrated experience in complaints management
• The stakeholder skills to influence, collaborate and build trust across all levels of an organisation
• Hands on experience with CRM platforms and knowledge management systems, ideally within a customer service or contact centre environment
• Demonstrated experience in records and information management

Why Mitchell?

At Mitchell Shire Council, we are committed to creating a workplace where people can thrive and do their best work. In return for your contribution, you'll enjoy:

• Flexible work arrangements where operationally possible
• Learning and development opportunities
• Employee wellbeing initiatives and Employee Assistance Program support
• A values-driven and supportive workplace culture
• The opportunity to contribute to one of Victoria's fastest-growing municipalities
• Meaningful work that makes a difference to our community

Want to Know More?

For further information about this role please contact Kylie Peterson on kylie.peterson@mitchellshire.vic.gov.au

All applications must address the Key Selection Criteria in the position description. For information on how to apply, please visit our Careers page.

Our Commitment to Diversity, Inclusion and Safety

Mitchell Shire Council is committed to building a diverse, inclusive and accessible workplace that values different perspectives and upholds the highest standards of integrity, respect and responsibility. We welcome and encourage applications from people of all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, members of the LGBTQIA+ community and people with disabilities.

As a Child Safe Organisation, we are committed to promoting the safety, wellbeing and inclusion of children and young people. Successful applicants will be required to obtain and maintain a valid Working with Children Check where required for the role.

Our commitment is guided by the principles of the Charter of Human Rights and Responsibilities Act 2006 (Vic), the Gender Equality Act 2020, the Climate Change Act 2017 and the Victorian Child Safe Standards.

We are committed to providing an accessible recruitment process. If you require any reasonable adjustments or additional support during the application or interview process, we encourage you to let us know. We will work with you to ensure you have the opportunity to participate fully and demonstrate your capabilities.

Applications close at 5pm Monday 29 June 2026.