Customer Experience Advocate

Are you passionate about helping people, solving problems and making a real difference to the customer experience?  Join us in putting customers at the heart of everything we do and be the voice that turns feedback into positive change. 

About The Role:

We're looking for a Customer Experience Advocate to be the voice of the customer across our organisation. In this role, you'll work closely with community members and service areas to understand customer concerns, investigate issues, identify trends and help drive meaningful improvements to our services. 

Reporting to the Customer Experience Lead, you'll play a key role in capturing customer feedback, following up on complaints and escalations, and working with teams across Council to turn customer insights into practical actions. You'll help uncover the root causes behind recurring issues, advocate for better customer outcomes, and influence positive change across a wide range of services.

Working directly with customers to understand their experiences, you'll help shape meaningful improvements that deliver better outcomes for our community.

If you genuinely enjoy engaging with people, are naturally curious, and love solving problems, we'd love to hear from you. 

About You:

You thrive on helping people and are motivated by finding solutions that make things better for customers. You're passionate about delivering great customer experiences, care about achieving positive outcomes and enjoy identifying opportunities to improve the way services are delivered. 

To succeed in this role, you'll bring: 

• Experience working in a customer-focused role where you've successfully managed customer enquiries, complaints or escalated matters. 

• A genuine passion for customer service and improving customer experiences. Strong problem-solving skills and the ability to investigate issues, identify root causes and recommend practical solutions. 

• Excellent communication and stakeholder engagement skills, with the ability to build rapport, influence others and advocate for customer needs. 

• Experience analysing customer feedback, complaints or service data to identify trends, insights and opportunities for improvement. 

• The ability to balance empathy for customers with sound judgement and organisational priorities. 

• Strong organisational skills with the ability to manage competing priorities and follow issues through to resolution. 

• A collaborative approach and the ability to work effectively across a broad range of teams and service areas. 

• Confidence using business systems and technology, with experience in Salesforce CRM, TechnologyOne, Qualtrics or similar systems highly regarded. 
• A commitment to continuous improvement and delivering better outcomes for customer and the community. 
  
  

About Our Organisation:

The City of Charles Sturt is a vibrant community home to around 130,000 people across 105 different cultures. We champion unity in diversity and strive to reflect our community within our workforce - wherever you are from, you are home in the City of Charles Sturt.

We prioritise customer and employee experience and a supportive environment where everyone belongs. With over 500 employees, our people and our community "Means the World" to us which highlights the importance of our places, our people and our service to the community.

We work flexibly and support one another. Visit our careers page to explore the benefits of joining our team and talk to us about what flexibility works for you.

About Our Team:

The Community Engagement and Experience portfolio keeps our community informed and engaged through digital and traditional media and engagement channels including our website, social media, community engagement platforms and customer experience and service. Our team connects with and serves our community by sharing stories, promoting services and responding to customer enquiries and requests.  

The Detail:

The position is offered on a full-time, permanent basis and is classified at Level 4, with a starting salary of $97,714 - $104,613 per annum + Super + Annual Leave Loading.

Click ‘Apply for this job’ to submit your application for this vacancy by 9.00am, Friday, 4 September 2026.  

For further information about this vacancy, please view the attached position description. 

Enquiries about this position may be made to the following:

Michelle Swan

Customer Experience Lead

mswan@charlessturt.sa.gov.au 

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