Customer Experience – Customer Experience Coordinator

Customer Experience Coordinator plays a key role in delivering the Customer Experience (CX) strategy at Venues NSW, responsible for managing customer feedback operations, supporting delivery of CX initiatives, and contributing to building a more customer-centric organisation.

Requirements

• 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.

Benefits

• Career development opportunities and progression
• Access to the Sporting Club of Sydney facilities
• Team orientated culture