Customer Experience Coordinator

Levande Sydney, New South Wales, Australia

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Levande Sydney, New South Wales, Australia

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Talent Acquisition, Recruitment and HR Services | Strategic HR Leadership | Driving Talent Management, Engagement & Team Success

Full time | Hybrid working | Meaningful work supporting older Australians

At Levande, we’re redefining retirement living with a fresh, customer-first approach that helps residents live well every day. We believe every interaction is an opportunity to create an Everyday Exceptional experience, and we're looking for a passionate, detail-oriented Customer Experience Coordinator to help us bring this to life.

About The Role

Reporting to the Customer Experience Manager, this role plays a vital part in delivering and improving our customer feedback and wellbeing programs. You’ll coordinate national surveys, track and report on resident experience insights, manage complaints processes, and support high-impact projects designed to elevate customer satisfaction across our communities.

From rolling out our "Life@Levande" journey to supporting state-based focus groups and continuous improvement plans, you’ll be at the heart of our commitment to understanding, responding to, and celebrating resident voices.

Key Responsibilities

• Coordinate Levande’s annual and “Always On” customer surveys, including communications, reporting, and stakeholder engagement
• Analyse and report on survey results and lead follow-up actions with Sales and Operations teams
• Manage the customer complaints escalation process, and act as SME/trainer for Salesforce CX and complaints
• Support underperforming communities by tracking customer feedback and coordinating improvement initiatives to enhance the resident experience.
• Contribute to the design, delivery, and governance of resident wellbeing and customer experience projects
• Lead the coordination of resident focus groups, state-based forums, and national partnership governance
• Maintain and evolve the Life@Levande customer journey framework and related tools
• Manage relationships with external survey and research providers, including SLA delivery and continuous improvement

About You

You’re a proactive and organised professional with a passion for customer insights and driving positive change. You enjoy collaborating across teams, translating feedback into actionable improvements, and managing the details without losing sight of the big picture.

You’ll Bring

• Solid experience in customer experience, marketing, operations, or a related services role
• Strong project coordination and organisational skills, with the ability to juggle competing priorities
• Excellent communication and stakeholder engagement abilities, including comfort presenting insights and training others
• Advanced Microsoft Office skills and a good grasp of tech systems (e.g. Salesforce, survey tools)
• A high level of initiative, curiosity, and a continuous improvement mindset
• Experience in aged care, retirement living, or a human services environment
• Tertiary qualifications in business, marketing, or customer experience
• Familiarity with NPS and customer satisfaction programs

Why join Levande?

We’re a growing, purpose-driven business with a bold vision for retirement living. At Levande, you’ll be part of a passionate team committed to empowering older Australians and creating vibrant communities. We offer flexible work options, ongoing development, and the opportunity to make a real impact.

Apply now to help shape the future of customer experience in retirement living.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other, Administrative, and Health Care Provider

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