ABOUT THE ROLE Customer Experience Coordinator plays a key role in delivering the Customer Experience (CX) strategy at Venues NSW. This role goes beyond responding to feedback — it is responsible for turning customer insights into action, improving how we listen, respond, and continuously enhance the experience across our venues. Working closely with the Customer Experience Manager, this role will own day-to-day customer feedback operations, support delivery of CX initiatives, and contribute to building a more customer-centric organisation. ABOUT YOU Are you a customer experience professional who loves a challenge? We are looking for a Customer Experience Coordinator who is as comfortable managing sensitive customer escalations as they are analyzing data for board-level insights. You are resilient, highly organized, and passionate about world-class service. If you have a knack for problem-solving and want to play a key role in shaping the CX strategy across some of NSW's most iconic venues, we want to hear from you. The ideal candidate should be able to demonstrate previous experience in the following areas: The ideal candidate will be able to demonstrate previous experience in the following areas: 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. Please click here to view the role description. WHY WORK FOR US Work in Australia’s biggest network of Venues Career development opportunities and progression Access to the Sporting Club of Sydney facilities Other benefits associated with working with major sport and entertainment venues Team orientated culture For any queries or requests for adjustments in relation to this role, please contact the Venues NSW HR Team at hradmin@venuesnsw.com
