Feedback And Business Improvement Coordinator

City of Ryde Full Time Permanent 24/06/2024
  • Development and management of complaints handling services and processes.
  • Temporary 12-month contract
  • Employer of Choice | Hybrid working environment | RDO's


About Us

City of Ryde, just 12 kilometres from Sydney CBD, is a place of unique lifestyle and opportunity. It is home to an engaged and culturally diverse community of around 130,000 people, and a strong and growing Smart City economy including more than 13,000 local businesses, Macquarie Park, world-class hospitals, and a leading university. All balanced with beautiful bushland, riverfront parks, open spaces, and sport facilities.

Our council delivers a broad range of services, projects, programs, and events. We are actively committed to innovation, sustainability, resilience and providing exceptional customer experiences, and this relies on attracting and keeping great people. We offer a range of benefits, including flexible work arrangements, health and wellbeing programs, a learning and development program including study support, and a reward and recognition program.



About the Role

The City of Ryde is seeking a Feedback and Business Improvement Coordinator to manage complaints handling services and drive continuous improvement initiatives. This role involves reviewing feedback processes, recommending improvements, and implementing changes to enhance customer satisfaction and reduce complaints. The successful candidate will play a key role in creating a customer-focused environment, ensuring the City of Ryde stands out for its dedication to its residents.

The creation of council reports relating to compliments and complaints and associated process improvements that might be required for the annual report and referral to Audit, Risk and Improvement Committee.

In addition to managing feedback and business improvement, the coordinator will support the Business Assurance and Governance team as needed. This involves providing assistance with various duties to uphold and improve governance practices and business assurance within the City of Ryde. The role requires a proactive approach to review and refine existing processes, fostering a culture of continuous improvement and excellence in customer service.

With the pending implementation of a new delegation's system, this role may be required to provide assistance with reviewing and referral of requests relating to staff delegations and the associated data entry into the new system.



About You

  • Appropriate qualifications in a related field and relevant strong experience managing customer complaints, business improvement and measurement.
  • Excellent interpersonal and communication skills including a proven ability to establish and maintain cooperative working relationships with customers.
  • Highly developed negotiation and mediation skills with a strong ability to gain outcomes that favour both the organisation and customers.
  • Extensive experience in the identification and implementation of business improvement processes stemming from complaint data collection and analysis.
  • Experience in conducting research independently and preparing succinct reports.
Your commencing annual salary will range from $105,441 - $115,985 + superannuation, dependent on your experience and qualifications.
Culture & Benefits
  • Free shuttle bus between the North Ryde Office and North Ryde Metro Station
  • Commitment to providing opportunities for work/life balance
  • Hybrid work from home and office arrangements available for eligible positions
  • Flexibility regarding start and finish times to suit your lifestyle
  • Work 37.5 hours and enjoy a rostered day off approx. every 3 weeks
  • Long service leave after 5 years, then accrued monthly
  • 18 weeks paid parental leave (for eligible employees)
  • 3 extra grant days at Christmas to ensure you have time to enjoy the holiday
  • Annual performance reviews and Award increases
  • Opportunity to sign up as a fitness passport member
  • Various health & well-being initiatives (i.e. flu vaccinations, etc.)


How to apply

Please ensure you give full answers to the online application questions, showcasing your abilities and experience. Your answers, in conjunction with your resume, will determine if you are invited to an interview.

Please note you do not need a "password" to use our on-line application system, however you have the option save and return to your application prior to the closing date. In addition to answering the online questions, this position requires you to attach your Resume to complete the application process. Please note, you are not required to submit a cover letter or a statement addressing selection criteria.



Closing Date: Sunday 7 July 2024 at 11:30pm

If you would like to know more, please see the position description or contact Sharon Wood on (02) 9952 8484 for a confidential discussion.



City of Ryde is committed to Equal Employment and Child Safety