Customer Experience Training and Quality Officer

About The Role:

We are seeking a Customer Experience Training and Quality Officer to play a key role in strengthening customer service capability and quality across the organisation with a strong focus on delivering an exceptional Customer Experience.

Reporting to the Customer Experience Lead this role partners closely with frontline teams to deliver induction and ongoing training monitor service interactions verify data quality and provide targeted coaching that drives continuous improvement.

Youll play a key role in ensuring the community receives accurate relevant and high-quality information across all customer touchpoints. The role also contributes directly to customer service delivery and provides support for escalated matters helping to embed a customerfirst culture throughout the organisation.

If youre passionate about developing people improving service quality and supporting teams to perform at their best wed love to hear from you.

About You:

This opportunity would suit someone who thrives in a hands-on training and quality role enjoys working closely with frontline teams and is motivated by improving customer outcomes through coaching feedback and continuous improvement.

To succeed youll bring:

• A qualification in customer service training quality or a related field (or equivalent experience).
• Experience coaching and training frontline customer service staff in a contact centre or multichannel environment (essential).
• Strong capability in quality monitoring call coaching and performance feedback.
• Confidence using CRM and contact centre platforms experience with Salesforce Genesys Cloud and Qualtrics is considered highly advantageous.
• Excellent communication skills with the ability to facilitate training and provide clear constructive feedback.
• Proven ability to develop practical training materials and resources aligned to quality and customer experience goals.
• Strong organisational skills and the ability to juggle multiple priorities in a fast-paced environment.
• A collaborative solution-focused mindset with a passion for continuous improvement and customer excellence.
• Proficiency in Microsoft Office and corporate systems.

About Our Organisation:

The City of Charles Sturt is a vibrant community home to more than 120000 people across 105 different cultures. We champion unity in diversity and strive to reflect our community within our workforce wherever you are from you are home in the City of Charles Sturt.

We prioritise customer and employee experience and foster a supportive environment where everyone belongs. With over 500 employees our people and our community Means the World to us which highlights the importance of our places our people and our service to the community.

Our workplaces and the way we work demonstrate and ensure our commitment to customer experience excellence productivity and our commitment to providing employees with opportunities to balance their working and personal lives. Visit our careers page to explore the benefits of joining our team and talk to us about what flexibility works for you.

About Our Team:

The Community Engagement and Experience portfolio keeps our community informed and engaged through digital and traditional media and engagement channels including our website social media community engagement platforms and customer experience and service. Our team connects with and serves our community by sharing stories promoting services and responding to customer enquiries and requests.

The Detail:

The position is offered on a full-time fixed term contract basissubject to parental leave provisions concluding on 26 February 2027 and is classified at Level 4 with a starting salary of $94868 per annum Super Annual Leave Loading.

ClickApply for this jobto submit your application for this vacancy by 9am Monday 2 February 2026.

For further information about this vacancy please view the attached position description.

Enquiries about this position may be made to the following:

Jasmine Yates Acting Customer Experience Lead