CX Coordinator
- Lead customer experience initiatives that increase community participation and retention
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Newly created, full‑time permanent role supporting Waves and the new Mordi Aquatic Centre
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$98,266- $107,214 per annum (dependent on experience) plus superannuation
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Location: Waves Leisure Centre / Mordi Aquatic Centre
About the team
Our Aquatic and Leisure facilities support the health, wellbeing and connection of the Kingston community. The Business Services team works across customer experience, engagement and partnerships to support high‑quality services and increased participation.
About this opportunity
The Customer Experience (CX) Coordinator supports the Head of Business Services to strengthen customer engagement across Kingston's aquatic and leisure centres.
The role focuses on improving customer experiences, supporting participation, driving sales and retention, and coordinating customer‑facing systems and teams.
You will work closely with Centre staff, Council departments and community stakeholders, and supervise the customer experience staff to ensure consistent, welcoming and efficient service delivery.
What you’ll deliver
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Coordinate customer experience processes that support consistent, positive community interactions
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Lead sales and retention initiatives that increase participation and sustainable outcomes, driving a sales culture within the team
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Use industry trends, competitor insights and community needs to inform service improvements
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Maintain customer service systems, processes and reporting to support quality and efficiency
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Supervise and support customer experience staff, including training, performance and compliance
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Work collaboratively with Centre teams, Council departments and partners
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Support operational needs outside standard hours when required
What You’ll Bring
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Experience coordinating a customer service team in an aquatic and leisure facility or a similar community service environment.
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Experience leading or supporting sales, marketing or retention activities that increase participation.
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Experience supervising staff and supporting consistent customer service outcomes.
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Communication skills to build effective working relationships with customers, staff and stakeholders.
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Current Level 2 First Aid and CPR certification
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A tertiary qualification in a relevant field (desirable)
The right candidate will be able to demonstrate the City of Kingston’s values of
We make a difference ǀ We show care and respect ǀ We take pride in our work ǀ We are better together
Don’t meet every single requirement for this role? At Kingston Council, we recognise that different experiences make for great community outcomes. If you are excited about this role, but your experience doesn’t perfectly align to the criteria we encourage you to submit your application.
How to Apply
To learn more about this role, please view the full Position Description on our Careers website
If you are interested in this opportunity, please submit your resume and a cover letter outlining your experience and how it relates to the role. To apply, please click the ‘Apply’ button.
**Applications will be reviewed as they are received, and interviews may commence during the advertising period. A suitable candidate may be appointed prior to the closing date through the early screening process. Early applications are encouraged.
All applications must be submitted online through our careers portal. Please note that we do not accept applications or inquiries from recruitment agencies
Enquiries
For any enquiries about the position, please contact Ian Jenkins, Head of Business Services – Aquatic and Leisure at Ian.Jenkins@kingston.vic.gov.au
To be considered for this role, applicants must have the legal right to work in Australia.
For any reasonable adjustments or access needs during the application or interview process, please contact the Hiring Manager or email us at peopleandculture@kingston.vic.gov.au
About Kingston
Kingston Council’s collective focus is on delivering exceptional service that achieves our vision and meets community expectations.
We are an inclusive, resilient community with a thriving economy, where we all share a safe, sustainable environment. The City of Kingston is south-east of Melbourne and is approximately 20km from Melbourne's CBD. We employ over 1,600 people in a diverse range of roles including engineering, customer service, administration, finance, family, youth and children's services, sport and recreation, health, parks and gardens, planning, arts and management.
Why you’ll love working for us?
At Kingston Council, we believe in fostering an inclusive workplace where everyone feels valued. We support diversity and encourage applications from persons of all backgrounds. Here are some reasons why you might love working with us:
- Yearly annual leave loading payment of 17.5% of base salary (excludes casual staff, sessional staff and Senior Officers)
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Learning and development opportunities through professional development programs
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Access to accrued day off every four weeks (Full time employees only)
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Salary Packaging
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Purchase leave options
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Career development opportunities,
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Study/development assistance
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Discounted gym memberships
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16 weeks paid parental leave for both primary and partner carers
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Employee Assistance Programs (EAP)
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Social club events
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Close to Public transport
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Free Onsite parking
For further information visit our website Join our team - City of Kingston
Kingston City Council is an equal opportunity employer, committed to reconciliation and being a child safe organisation.
We are dedicated to attracting, retaining, and developing people of all genders, ethnicities, sexual orientations, abilities, and ages.
Applications are encouraged from all sectors of the community, and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community. We support adjustments throughout the recruitment and selection process, as well as during employment.
