Customer Experience and Innovation Coordinator

Hervey Bay - Australia

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

Customer Experience and Innovation Coordinator

Corporate Services

Permanent Full Time

Hervey Bay

Stream A Level 5 - $93401 plus superannuation

4% salary increase effective 20 April 2026 (EB Agreement)
9-day fortnight

At Fraser Coast Regional Council our people are our most important asset and central to achieving our purpose of Building Better Communities Together.

What we are looking for:

Youll play a significant role in the transformation of our customer service operations using technology data and innovation. Well suited to someone with a strong customer service or call centre leadership background and skills in identifying opportunities for process improvement. This is a fantastic opportunity to ensure our customer service operations are modern future focused and with the customer experience front of mind.

What your day will look like:

Identifying and delivering opportunities for innovation automation and digital enhancement
Liaising closely with key stakeholders both within customer service and other departments to ensure tools are fit for purpose and being utilised to their full potential
Exploring AI and self service tools for the enhancement of customer service processes
Monitoring service delivery and coordinating quality assurance and feedback
Utilising data and analytics to inform service design and opportunities for improvement
Guiding and mentoring a small team

Please click here to view a full position description.

What youll need for success:

Experience in a customer service or call centre leadership role with a strong understanding of modern systems and practices
An eye for identifying opportunities for process improvement and experience implementing digital solutions
A high level of communication and interpersonal skills with the ability to build rapport and influence a range of stakeholders

Whats nice to have:

Diploma in Business IT management or a related field
Experience in a local government environment

Benefits of Working with Council

Committed to providing quality services to our community we strongly support an inclusive and values driven culture recognising your individual skills knowledge and talent. As part of this we have implemented our Leadership Development Program Boss to Coach.

We also create innovative solutions to labour shortages through our TEMPO program which has been recognised by our HR peers nationally in 2022 as well as winning the LGMA 2023 Excellence in Innovation award. Click here to review our Employee Value Proposition.

What we Offer:

Values based culture
Employee discount shopping program
Professional development
Flexible working arrangements including work from home
Study assistance program
Novated leasing
24/7 access to Employee Assistance Program
Paid maternity and paternity leave
Paid emergency services leave
Uniform subsidy
Years of service rewards

Apply now:

Applications close 11pm on Thursday 16th April 2026

A cover letter outlining your suitability for the role and a current resume is required.

For further details please contact Carly Heaslip Acting Customer Service & Records Manager on

Fraser Coast Regional Council is an Equal Employment Opportunity employer.

Required Experience:

Customer Experience and Innovation CoordinatorCorporate ServicesPermanent Full TimeHervey BayStream A Level 5 - $93401 plus superannuation 4% salary increase effective 20 April 2026 (EB Agreement) 9-day fortnightAt Fraser Coast Regional Council our people are our most important asset and central to ...