Customer Experience - Customer Experience Coordinator
Level 1M/40, 44 Driver Ave, Moore Park NSW 2021, Australia
Posted Tuesday 7 April 2026 at 4:00 am
Venues NSW is a commercially focused agency of the NSW Government, encompassing the Sydney Cricket Ground and Allianz Stadium as well as major sporting and cultural stadiums and precincts in Sydney, Olympic Park, Parramatta, Newcastle and Wollongong. The network of stadiums and entertainment centres host in excess of 5 million people a year at more than 500 events and is a key contributor to the economy.
Venues NSW takes an integrated approach to our stadia and entertainment centres by developing partnerships with sporting codes, the entertainment and event industry, audiences, local businesses, NSW Government agencies and community groups. Our network throughout NSW allows us to combine internal resources and harness a vast employee skillset all of which helps us deliver key projects and secure outstanding content.
ABOUT THE ROLE
Customer Experience Coordinator plays a key role in delivering the Customer Experience (CX) strategy at Venues NSW. This role goes beyond responding to feedback — it is responsible for turning customer insights into action, improving how we listen, respond, and continuously enhance the experience across our venues. Working closely with the Customer Experience Manager, this role will own day-to‐day customer feedback operations, support delivery of CX initiatives, and contribute to building a more customer‐centric organisation.
ABOUT YOU
Are you a customer experience professional who loves a challenge? We are looking for a Customer Experience Coordinator who is as comfortable managing sensitive customer escalations as they are analysing data for board‐level insights. You are resilient, highly organized, and passionate about world‐class service. If you have a knack for problem‐solving and want to play a key role in shaping the CX strategy across some of NSW's most iconic venues, we want to hear from you.
The ideal candidate should be able to demonstrate previous experience in the following areas:
* Complex Complaint Resolution: Proven experience managing end‐to‐end customer feedback and resolving complex or sensitive escalations in a high‐volume, fast‐paced environment.
* Data Analysis & Reporting: Experience analysing customer feedback, identifying recurring themes or "pain points," and translating that data into clear, actionable reports for management.
* High‐Stakes Communication: A track record of communicating with empathy and professionalism, particularly when navigating difficult conversations or high‐pressure situations.
* Cross‐Functional Collaboration: Experience working effectively with diverse internal stakeholders (such as operations, facilities, and marketing teams) to solve problems and implement process improvements.
* Project Coordination: Demonstrated ability to support the delivery of strategic initiatives or business improvement projects from inception to completion.
* Systems Proficiency: Hands‐on experience using CRM systems, feedback management platforms, or data visualization tools to track and manage customer interactions.
* Staff Coordination: Experience providing guidance or coordination to temporary or frontline support staff during peak operational periods or major events.
* Work in Australia's biggest network of Venues
* Career development opportunities and progression
* Access to the Sporting Club of Sydney facilities
* Other benefits associated with working with major sport and entertainment venues
* Team‐oriented culture
For any queries or requests for adjustments in relation to this role, please contact the Venues NSW HR Team at hradmin@venuesnsw.com.
Please note: Applicants must be Australian citizens or permanent residents to be considered and will be required to undertake a National Police Clearance check. Venues NSW values social and cultural diversity and is committed to providing a safe and healthy work environment and the principles of workplace gender equality and encourages Aboriginal and Torres Strait Islander Australians to apply.
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