Senior Coordinator Customer Service (City Planning)

Blacktown City is a growing and thriving city, located halfway between Sydney City and the Blue Mountains. With 460,000 residents, we are the largest and most diverse city in NSW, spread across 54 suburbs. Blacktown City is vibrant, dynamic and multicultural, home to a large First Nations community and people from more than 180 different birthplaces and languages.

With a $26.43 billion regional economy, Blacktown City is also home to 34,000 businesses. Working at Blacktown City Council provides widespread, exciting professional opportunities. Our Council is leading the transformation of Blacktown City and Western Sydney. We are implementing a vision for a modern city, full of opportunity for our residents and businesses.

We aim to deliver high quality, customer-focused services, experiences, and facilities, and leading a program of strategic planning, activity and investment.

Blacktown City Council strives to be an inclusive workplace for all people. We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, the LGBTIQ+ community, veterans and people with disabilities.

About the opportunity

Shape how the community experiences development and planning services in one of Sydney’s fastest growing cities! We are seeking an experienced Senior Coordinator Customer Service to lead and coordinate the delivery of customer focused services across the City Planning and Development Directorate on a permanent, full time basis. This role works closely with the Director City Planning and Development and senior managers to deliver clear, consistent and responsive services for customers. 

Why you will love this role:

• Influence how customers engage with development and planning services across a high growth city
• Lead and coordinate customer service functions within a complex environment
• Work closely with the Director City Planning and Development and senior leaders
• Work across Council to improve service consistency and customer outcomes
• Build your career in one of NSW’s most progressive Councils.

What you will be doing:

• Leading and coordinate customer service delivery across City Planning and Development
• Improving service design, customer journeys and service response standards
• Coordinating responses to customer enquiries, complaints and planning related requests
• Monitoring planning portals and government channels to ensure timely action
• Maintaining planning customer content across Council’s website and internal systems
• Providing reports and advice to the Director City Planning and Development and managers
• Supporting team performance, service improvement initiatives and operational delivery
• Be part of improving how the community experiences planning services.

Apply now to join a values driven team focused on service quality, collaboration and community outcomes. 

Qualifications and experience

Essential:

• Degree in planning, development, customer experience, service design, marketing, administration, communications, or related discipline
• Demonstrated experience and success in people management, strategy delivery in a customer focused environment
• Demonstrated ability to collect, interpret and present customer insights using qualitative and quantitative data, and translate findings into actionable improvements
• Demonstrated ability to work collaboratively with diverse internal teams and community stakeholders to deliver services, identify needs and co-design solutions
• Excellent written and verbal communication skills, including the ability to prepare clear concise reports, recommendations and presentations to a wide range of audiences
• Ability to manage competing priorities, meet deadlines, monitor outcomes and deliver high-quality work in a fast-paced environment.

Desirable: 

• Post-graduate qualifications in a related field
• Strong experience and/or understanding of local government, planning/or development legislation and related policies, plans and associated documentation
• Strong experience working in local or state government environments
• Demonstrated ability to motivate, guide and direct a multidisciplinary team working on complex projects
• Proven experience in managing high workloads and competing demands in a timely manner
• High-level understanding of risk management principles associated with planning and development
• Knowledge of digital service design, customer technology platforms, or customer relationship management systems, TechnologyOne or other ERP system
• Understanding of accessibility standards, inclusive design, and diverse customer needs.

Remuneration and benefits

The salary and conditions of employment are in accordance with Blacktown City Council’s Enterprise Agreement.

• Entry level for this position starts at $142,239.15 per annum
• 35-hour working week 
• Car allowance
• Opportunity to participate in Council's flextime arrangement
• Employee benefits such as leave entitlements (where applicable), 12% employer contribution payable to your nominated superannuation fund, Fitness Passport, gym membership discounts, and social clubs.

Our commitment to safety

Blacktown City Council is committed to safety. We have introduced alcohol and other drug testing at the pre-employment phase, and via a series of random and cause testing.

We are a child safe organisation that supports and promotes the safety, wellbeing and empowerment of children.

Position description 

Click here to view or download the position description.

  Apply now using our fast and easy-to-use online application process:

1. Have your resume and any other relevant documentation ready to attach. 
2. Have a personal email address ready to use and complete your application without 'logging out' of the system.
3. Review the questions and decide on your responses before commencing your application.
   
   Best of luck.

Closing date:           Friday 8 May 2026, 11.59 pm    

Contact officer:       Peter Conroy on 9839 6201

Internal ref:              BCC1770