City of Perth

Customer Experience Feedback and Partnership Officer

• $84,582 – $89,571 per annum, plus superannuation
• Full-time, permanent
• CBD Location

As the capital city of Western Australia, the City of Perth is a Local Government that is ambitious for the future. To achieve our aims, we recruit the very best people who understand the City exists to enable and deliver the aspirations of the community.

The Opportunity

As the Customer Experience Feedback and Partnership Officer at the City of Perth, you will continuously improve customer experiences for our stakeholders! You will use your working knowledge to enhance quality standards, manage feedback effectively, and drive strategic Customer Experience initiatives.

Reporting to the Alliance Manager Customer Experience, your responsibilities would primarily include:

• Monitor, review and inform customer experience quality standards to measure continuous improvement;
• Support the operation and administration of stakeholder engagement and support strategic projects citywide;
• Support the complaints framework to feedback best practice fundamentals; and
• Participate in the leadership team to identify customer experience and stakeholder skill training requirements.

About You

To succeed in this role, you will possess:

• Experience in complaints and stakeholder management with a demonstrated ability to engage effectively with customers;
• Working knowledge of best practice customer experience and stakeholder engagement methodology and communications used to monitor, review, and inform customer experience quality standards;
• Highly developed research skills with an understanding of evaluation and measurement approaches;
• Experience in assisting with the development and review of specific projects, strategies, plans and procedures to aid in the performance of quality with customers;
• Ability to undertake research when required to provide regular reports and updates on emerging issues identified through research and trends; and
• Experience in supporting the implementation of a range of stakeholder engagement and community relations strategies.

If your experience and capabilities match these criteria, we welcome your application.

Above all, you will live our values of Commitment, Teamwork, Courage and Respect that allow us to come together to lead and support the community.

Please view the attached Application Pack to learn more about the role and working at the City.

Eligibility

To be eligible to work for us, you will need to demonstrate:

• A right to work in Australia (e.g. a birth certificate, current passport or current visa);
• A satisfactory National Police Clearance (dated within 3 months).

How to Apply

Please apply online by clicking the ‘APPLY’ button below, which will direct you to the City’s application questionnaire.

When prompted, please submit: your current resume; a cover letter that concisely addresses the Selection Criteria; and any relevant qualifications or certifications. Remember, less is more!

The Application Process

Applications for this position will close at 5pm AWST on Sunday, 15 December 2024. Applications may be considered, and interviews conducted prior to, the closing date. Interviews are expected to occur in early January.

Applicants may also be considered for similar positions within the City of Perth.

We’re continuing to build a gender-equitable team and a culture that’s just as diverse, inclusive and welcoming as the City of Perth Community. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

Canvassing of Elected Members during the recruitment process will disqualify your application.