Customer Service Coordinator

Our Story

Founded over 22 years ago, Grill’d started with a simple idea - to create healthy burgers that taste good and do good. Since then, we’ve grown from a single Melbourne restaurant into one of Australia’s most loved hospitality brands, with 180+ restaurants nationwide and exciting growth still ahead.

Grill’d is about more than burgers. From sustainability initiatives and community partnerships to innovation and restaurant growth, we’re passionate about creating experiences and making a positive impact for people and the planet. And we have fun while doing it.

As we continue to expand and evolve, we’re looking for a Customer Service Coordinator to join our Customer & Insights Team and help shape the next chapter of Grill’d.

About the Role

Reporting to the Senior Customer & Insights Manager, this role will play a key part in supporting Grill’d’s continued growth and success.

As the voice of our customers within the business, you'll be responsible for managing guest feedback across multiple channels, identifying trends and insights, and helping deliver exceptional customer experiences that strengthen brand loyalty.

You'll partner closely with stakeholders across the business, bringing expertise, energy and a solutions-focused mindset to help deliver meaningful outcomes.

You'll thrive in this role if you enjoy working in a fast-paced environment, building strong relationships and taking ownership of your work. If you're someone who enjoys making an impact, influencing outcomes and helping teams succeed, we'd love to hear from you.

Sound good? Here are some of the things you'll be doing:

• Make an Impact: Champion the customer experience by responding to guest feedback, resolving issues and ensuring every interaction reflects the Grill’d brand.

• Be the Go-To Expert: Manage customer service channels including Zendesk, Google Reviews and third-party platforms, while providing valuable insights on customer sentiment and behaviour.

• Partner Across the Business: Collaborate with restaurant teams and Support Office stakeholders to resolve customer concerns and improve guest experiences.

• Solve Problems: Investigate feedback, identify trends, uncover opportunities and recommend improvements that enhance the customer journey.

• Drive Results: Maintain high response standards, manage customer communications effectively and ensure actionable insights are shared across the business.

• Grow With Us: Develop your career within a business that continues to invest in its people, restaurants and future.

You'll also spend time working alongside our restaurant teams as part of your onboarding, giving you first-hand insight into the operations, people and culture that drive Grill’d's success.

Who We're Looking For

• Customer Experience Expertise: Demonstrated experience in customer service, customer experience, community management or a similar customer-focused role.

• Relationship Builder: Someone who builds trust quickly and communicates effectively across all levels.

• Commercially Minded: Understands the importance of customer feedback and how it contributes to business performance and brand loyalty.

• Organised & Proactive: Strong planning skills with the ability to manage multiple priorities and respond efficiently in a fast-paced environment.

• Solutions Focused: Brings a positive, pragmatic approach to resolving customer issues and improving processes.

• Growth Mindset: Open to learning, evolving and growing within a business that continues to expand nationally.

Why Grill’d?

• Epic Support Office culture including social events, connection activities and community initiatives.

• Genuine career growth opportunities as Grill’d continues to grow across restaurants, operations and Support Office.

• A collaborative and down-to-earth environment where your work genuinely makes an impact.

• Flexible working arrangements including 1 day WFH per week.

• We care deeply about our people, community and the planet, with volunteering opportunities throughout the year.

• Oh… and free burgers every month 🍔

Ready to Join the Grill’d Family?

If you're excited by the opportunity to join a growing Australian success story and make a genuine impact, we'd love to hear from you.

Apply now to start the conversation.

Successful candidates joining Grill’d must have full-time Australian working rights on an ongoing basis.