Senior Customer Experience Officer

  LOCATION: FIVE DOCK

•  Be a senior face of service in our Five Dock Leisure Centre
•  Lead customer experience initiatives that truly make a difference in your local community
•  Join a supportive, values-led team within a thriving and diverse Council

The City of Canada Bay is a vibrant and diverse city in the heart of Sydney’s inner west. Surrounded by river foreshore and green space, and just 6 kilometres from the CBD, the area is known for its parklands, walkways and welcoming community.

At the City of Canada Bay, our values shape how we work:
We act with integrity • We empower our people • We are respectful • We work together • We innovate

About the role

We’re looking for two experienced and motivated full time Senior Customer Experience Officers to help deliver outstanding front-of-house service across our leisure and recreation facilities — one based at the exciting new Rhodes Recreation Centre, and one at Concord Oval Recreation Centre. 

This role supports the day-to-day operation of our front desk services and is a key point of contact for our community. You’ll ensure every interaction is positive, efficient, and in line with Council’s commitment to excellence in service delivery.

In this role, you will:

• Lead and assist the daily operations of front desk services
• Monitor and manage customer feedback and team communications
• Support team rostering and timesheet processes
• Provide guidance on customer inquiries, complaints, and suggestions
• Assist in developing and delivering customer service training and best practice
• Promote and embed a customer-centric culture in everything we do

About the person

You are a confident communicator, calm under pressure, and motivated by great service. You enjoy helping people, solving problems, and creating positive experiences for every visitor.

We’re looking for someone with:

• Demonstrated experience in customer service, call centres, or front office operations
• Strong leadership, interpersonal and team collaboration skills
• Problem-solving ability and sound judgement under pressure
• Familiarity with customer relationship management (CRM) systems
• Project coordination skills and a commitment to service excellence
• A current Class C Driver’s Licence
• Working with Children Check (or willingness to obtain one)

What’s on offer

We are offering an attractive total remuneration from $59,836.24 to $68,811.68 + super.

The City of Canada Bay also offers a range of employee benefits including:

• Rostered Days Off (9-day fortnight)
• A range of flexible work arrangements
• 18 weeks paid parental leave
• A supportive and inclusive team environment
• Ongoing training, support, and leadership development
• Health and wellbeing programs such as Pilates, Fitness Passport, flu vaccinations, and more

Want to know more?

Further information regarding the requirements of this role can be found in the Position Description here, or for a confidential discussion please contact Kristy McDonald Acting Operations Coordinator on Kristy.McDonald@canadabay.nsw.gov.au  or 02 9911 6321.

Learn more about working at City of Canada Bay: Watch the video

How to apply

Candidates MUST apply online by completing the form below.
Applications close 11:30pm, 14 November 2025 and will not be accepted through any other medium.

If you have any accessibility requirements, please feel free to contact Grace Aberin on 02 9121 0238 or email grace.aberin@canadabay.nsw.gov.au to discuss.

The City of Canada Bay Council is a Child Safe Organisation that recognises and advocates for the rights of Children and Young People and are committed to a Safe Workplace. 

The City of Canada Bay Council is an Equal Employment Opportunity Employer committed to maintaining, growing and supporting a diverse, respectful, collaborative & inclusive workplace. We welcome and encourage applications from diverse community groups and ages including Aboriginal and Torres Strait Islander, LGBTIQA+, people with disabilities, and other diversity groups. 

 Formal offers of employment are subject to standard Council pre-employment checks including medical and other background checks.