Customer Experience Coordinator in Melbourne

Are you looking to accelerate your career? Life with AGPC will see you join a team of talented individuals who pride themselves on staging two iconic motorsport events: the Formula 1® Australian Grand Prix in Melbourne, and the Australian Motorcycle Grand Prix in Phillip Island. We are a dedicated team who enjoy working on the best of sport, events, and entertainment being internationally recognised and respected leaders in our field.

As our Customer Experience Coordinator, you will be joining the Membership team who make up part of the Commercial Division. This is a full-time fixed-term position (12 months), based at our head office in St Kilda. Reporting to the Division Manager – Membership, the Customer Experience Coordinator supports the delivery of a consistent, responsive and high-quality customer experience across AGPC’s events, products and customer channels.

Additionally, you will:

• Lead the day-to-day operation of the AGPC Contact Centre, managing inbound and outbound customer interactions across all channels (email, web, phone, messaging).
• Manage workflows, inbox triage, routing and escalation processes to ensure timely and accurate responses.
• Ensure all customer interactions are delivered in a consistent, professional and customer-first tone, aligned to brand and CX principles.
• Coordinate contact centre readiness for onsales, campaigns, major customer communications and event delivery.
• Track and report on service levels, response times, resolution rates, and customer satisfaction metrics.
• Drive first-contact resolution, minimise customer effort and ensure customers receive clear next steps and ownership of their enquiry.
• Act as the interface between customer service, membership and ticketing operation.

What you'll bring to the role:

• Minimum 2-3 years' experience in customer service, contact centre operations, membership, ticketing, events or a related customer-facing environment.
• Demonstrated experience managing enquiry workflows, complex cases, complaints, escalations, knowledge resources and service quality across multiple channels.
• Experience using customer service, CRM and ticketing platforms, with the ability to manage enquiries, workflows and customer data across multiple systems.
• Excellent communication, problem-solving and organisational skills, with the ability to manage competing priorities and deliver outstanding customer experiences in a fast-paced environment.
• Experience using a customer communication platform, alongside CRM and ticketing systems (Dynamics, Archtics, Ticketmaster) is desirable.
• A current Police Check and Victorian Working with Children Check (Employee), or be willing to obtain.

At AGPC, we value work-life balance and want to drive change in our work environment too. We have a wide range of benefits that are designed to create value, including but not limited to:

• 16 weeks of paid parental leave and paid ‘keep in touch’ days.
• Additional event leave following the Australian Formula 1® and MotoGP™ events.
• Ticket allocations to employees for the Australian Formula 1® and MotoGP™ events.
• Flexible working arrangements.
• Employee Assistance Program (EAP).
• Employee training & development programs.

AGPC is committed to promoting and maintaining a diverse workforce and an inclusive workplace by encouraging a culture of respect, dignity and openness to other’s differences and perspectives. We welcome applicants who bring their whole and true self to work regardless of gender identity or sexual orientation, race, age, disability status, or family and caring responsibilities.