Senior Customer Experience Agent
About the Role
Maitland City Council is seeking a Senior Customer Experience Agent to join our team and help deliver a positive, customer-focused experience for our community.
As a Senior Customer Experience Agent, you will deliver day-to-day customer experience services to our community, whilst also guiding Customer Experience Agents in their daily responsibilities. Through coaching and mentoring, you will help foster a culture of exceptional customer service while building team capability and confidence. You will act as an escalation point for complex enquiries and specialist advice, while also serving as a key communication link between the Customer Experience team and the organisation.
Senior Customer Experience Agents also play a key role in championing projects, supporting the continuous improvement of Council's systems, and identifying opportunities to enhance the customer experience across our digital channels, telephone services and face-to-face interactions.
About you
To be successful in this role, you will bring substantial experience delivering and leading exceptional customer experiences within large, complex environments, supported by relevant training or education.
You will possess strong stakeholder engagement skills, with the ability to communicate with diverse audiences while maintaining a solutions-focused mindset.
Your well-developed leadership capability, shaped through your experience mentoring and coaching staff, will see you approach challenges with an open mind, remain goal-oriented, and demonstrate a high level of resilience.
The availability to work Monday-Friday, between the hours of 8am-6pm, is also essential.
Benefits
This is a permanent full-time role, working 35 hours per week with a salary ranging $91,165 - $101,196 + 12% super. Council also offers a range of benefits for its employees including:
- Flexible work arrangements
- Range of generous leave benefits including long service leave after five years
- Paid Parental Leave
- Opportunity for career progression with training and development
- Health & Wellbeing initiatives including Fitness Passport
- Modern office spaces and facilities
Questions?
If after reading the role charter you have any questions, contact Sam Millar, Customer Experience Lead, on 02 4934 9700.
Applications close: Sunday 29 March 2026
To Apply
To apply for this opportunity, please click 'Apply Now' and submit your resume and cover letter. In the application process for this role, you will also be required to address two targeted questions (max 350 words each).
Only candidates with current Australian work rights (Australian citizens, permanent residents, NZ citizens with a current passport, valid work visa) will be considered.
What happens next?
Once applications close, we will review all candidates' details against the role requirements and will be back in touch with you to advise the status of your application.
Please note, prior to an offer of employment being made, recommended candidates will be required to undertake a medical assessment (including drug and alcohol testing). Council also completes a range of other pre-employment checks which may include reference checks, psychometric testing or a criminal history check. For more information about the recruitment process, visit the "Jobs at Council" page on our website.
Diversity, Equity, and Inclusion
Maitland City Council is dedicated to providing a workplace that is inclusive and supportive and is reflective of the diverse community we serve. We support equal opportunities for all employees, and encourage applications from people from all cultures, nationalities, identities, and abilities. We believe all employees have the right to feel valued, respected and heard. If you have any special considerations or accessibility requirements, please let us know in the recruitment process how we are able to meet your needs.
If you require special assistance, or have any questions about the recruitment process please contact us for a confidential conversation (Recruitment@maitland.nsw.gov.au)
