Senior Coordinator Customer Service (City Planning)
Job No: BC3545
Location: Blacktown, NSW
About the opportunity
Shape how the community experiences development and planning services in one of Sydney's fastest growing cities! We are seeking an experienced Senior Coordinator Customer Service to lead and coordinate the delivery of customer focused services across the City Planning and Development Directorate on a permanent, full‐time basis. This role works closely with the Director City Planning and Development and senior managers to deliver clear, consistent and responsive services for customers.
Why you will love this role
* Influence how customers engage with development and planning services across a high growth city
* Lead and coordinate customer service functions within a complex environment
* Work closely with the Director City Planning and Development and senior leaders
* Work across Council to improve service consistency and customer outcomes
* Build your career in one of NSW's most progressive Councils.
What you will be doing
* Leading and coordinating customer service delivery across City Planning and Development
* Improving service design, customer journeys and service response standards
* Coordinating responses to customer enquiries, complaints and planning related requests
* Monitoring planning portals and government channels to ensure timely action
* Maintaining planning customer content across Council's website and internal systems
* Providing reports and advice to the Director City Planning and Development and managers
* Supporting team performance, service improvement initiatives and operational delivery
* Be part of improving how the community experiences planning services.
Qualifications and experience
* Degree in planning, development, customer experience, service design, marketing, administration, communications, or related discipline
* Demonstrated experience and success in people management, strategy delivery in a customer focused environment
* Demonstrated ability to collect, interpret and present customer insights using qualitative and quantitative data, and translate findings into actionable improvements
* Demonstrated ability to work collaboratively with diverse internal teams and community stakeholders to deliver services, identify needs and co‐design solutions
* Excellent written and verbal communication skills, including the ability to prepare clear concise reports, recommendations and presentations to a wide range of audiences
* Ability to manage competing priorities, meet deadlines, monitor outcomes and deliver high‐quality work in a fast‐paced environment
* Post‐graduate qualifications in a related field
* Strong experience and/or understanding of local government, planning or development legislation and related policies, plans and associated documentation
* Strong experience working in local or state government environments
* Demonstrated ability to motivate, guide and direct a multidisciplinary team working on complex projects
* Proven experience in managing high workloads and competing demands in a timely manner
* High‐level understanding of risk management principles associated with planning and development
* Knowledge of digital service design, customer technology platforms, or customer relationship management systems, TechnologyOne or other ERP system
* Understanding of accessibility standards, inclusive design, and diverse customer needs.
Remuneration and benefits
* Entry level for this position starts at $142,239.15 per annum
* Opportunity to participate in Council's flextime arrangement
* Employee benefits such as leave entitlements (where applicable), 12% employer contribution payable to your nominated superannuation fund, Fitness Passport, gym membership discounts, and social clubs.
Our commitment to safety
Blacktown City Council is committed to safety. We have introduced alcohol and other drug testing at the pre‐employment phase, and via a series of random and cause testing.
We are a child safe organisation that supports and promotes the safety, wellbeing and empowerment of children.
EEO statement
EEO data collection question - Please note providing this information is voluntary. Any information that you do provide will remain confidential and will only be used for statistical information to assist with equity and diversity policy development.
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