Coordinator Customer Contact

Coordinator Customer Contact
Sunshine Coast Council

• Lead a high-volume, multi-channel customer contact centre

• Leverage customer insight to influence service delivery and decision-making

• Salary up to $199,844 including super, vehicle allowance and 10-day fortnight

Sunshine Coast Council is seeking an experienced leader to take on the role of Coordinator Customer Contact, reporting to the Director Community Strengthening.

Serving one of Australia’s fastest growing regions, Council is operating at increasing scale and complexity, with a strong focus on improving performance, service delivery and customer experience.

This is not a traditional contact centre leadership role. The function manages approximately 289,000+ customer interactions annually and plays a critical role as Council’s primary interface with the community. The role is primarily based in Caloundra, with operations across multiple locations including Nambour and Maroochydore.

As Coordinator Customer Contact, you will lead a well-established operation while repositioning the function as a strategic, insight-driven capability that informs organisational performance and decision-making.

Key responsibilities include:

• Leading day-to-day operations across phone, digital and face-to-face channels

• Strengthening customer insight, reporting and analytics capability

• Driving continuous improvement across systems, processes and service delivery

• Leading a large, diverse team and building capability

• Supporting broader organisational transformation initiatives

You will bring experience leading high-volume, multi-channel service environments, along with strong leadership capability and the ability to balance operational delivery with strategic improvement. Experience in large, complex service environments such as utilities, telecommunications or government will be highly regarded.

How to Apply
Please download the Candidate Information Packand view the Position Description and Selection Criteria before submitting your application.

Applications close: 5:00pm AEST Monday 1 June 2026.