Coordinator Customer Contact

Why work with us?

At Council, we’re proud of our region. We collaborate with community to achieve truly sustainable outcomes, enhance our enviable lifestyle, and create award-winning places and spaces that are uniquely Sunshine Coast. So, if you love it here as much as we do, and you want to shape our region for the future – you’ll want to join our team!

With the vision to be Australia’s most sustainable region -Connected. Liveable. Thriving, our region is a model of sustainability, where caring for our environment, creating vibrant communities and growing our local economy is a way of life.

About the Role

This role sits at the centre of how our community feels heard, supported and respected. You will guide the team that delivers Council’s first touchpoint and lead them toward stronger service, smarter systems and a frontline experience that reflects the values and aspirations of the Sunshine Coast.

You will lead a frontline operation that is busy, fast moving and highly visible. You will shape how we show up for the community, steady the team during complex situations and use data, systems and strong people leadership to create a smoother, smarter, more human experience for the region.

• Lead the daily operations of the Customer Contact Centre to deliver consistent, high quality service across phone, digital and in person channels.
• Manage resources, rosters and workflows so service levels are met and the customer experience remains steady during peak demand.
• Build staff capability and foster a positive, values based team culture where people feel supported to excel.
• Resolve complex enquiries and use customer insights to guide service and process improvements.
• Monitor performance and provide clear operational reporting that supports informed decisions.
• Drive continuous improvement initiatives, from smarter processes to technology enhancements.
• Shape and implement strategic and operational plans for the Contact Centre.
• Lead complex complaints, negotiations and sensitive matters with steady judgement and clear communication.
• Work with Customer Experience teams to optimise CRM, telephony and digital service platforms.

About you

You are a confident leader who brings calm, clarity and purpose to dynamic environments. You understand frontline operations, but you also see the bigger picture and know how to turn insights into better services.

You bring:

• Qualifications in Business, Commerce, Marketing or similar.
• Experience leading contact centre operations including managing workflows, resources and service levels.
• Strong leadership of frontline teams and a commitment to outstanding customer service.
• Sharp judgement and solid understanding of customer service systems and processes.
• The ability to translate data and insights into smarter decisions and clear reporting.
• Excellent communication and relationship‑building skills.
• Experience optimising customer contact operations and leading service improvement or change projects.
• High‑level negotiation and conflict‑resolution skills, with confidence navigating complex issues.
• A strategic mindset and the ability to shape plans, systems and team direction.

Our Culture & Employee Benefits

Council is committed to creating an inclusive, culturally diverse, healthy, skilled and dedicated workplace culture. As an employee you will enjoy a range of benefits and working styles to suit you:

• Wellbeing: Your wellbeing is important to us therefore we offer a number of different initiatives such as discounted health related memberships, fitness passport, employee assistance program and development opportunities. 
• Flexibility: We know it is important to balance life and work, therefore we offer flexible working including a 9-day fortnight and a hybrid WFH model that help you be your best.
• Extras: Those extras make a difference therefore we offer salary packaging options on novated leases, superannuation, smartphones and devices.

How to apply

Your written application should include:

• A 1-2 page cover letter demonstrating your ability to fulfil the mandatory and desirable requirements on the Position Profile. Keep the key responsibilities in mind when addressing this criteria; and
• A current resume or curriculum vitae.

Once you have these two documents ready, click ‘Apply Now’ and follow the prompts to complete your application.

Further Information

Helpful information to assist you in completing your application is available on the Sunshine Coast Council website.

To learn more about Council’s vision and projects, you can view the Corporate Plan 2025-2030.

For specific enquiries contact Lib Dalton during business hours on 0419 300 420.

We're working hard to create an inclusive workplace that reflects the diverse community we serve. If you require adjustments at any stage of the recruitment process, please reach out to the Recruitment Team [email protected].

At Sunshine Coast Council, we embrace differences in gender, age, ethnicity, race, cultural background including First Nations, disability, religion and sexual orientation. To deliver the best service to our region we want a workforce that reflects the diverse community that we serve. Sunshine Coast Council strongly encourages all suitable applicants to apply for this role.