Customer Experience Coordinator

The bit that matters

At Henley, the customer is not a metric, they are the reason we are here. Our vision is to be Australia’s most inspiring and trusted builder, delivering outstanding customer experience through passionate people and innovation.

This role sits right at the heart of that promise.

We are looking for a Customer Experience Coordinator who genuinely cares about the customer journey and believes great feedback deserves clear ownership, visibility and follow‑through. In this role, you will lead a team of four Voice of Customer interviewers, set the daily rhythm of the VoC program, and champion quality and consistency in how customer feedback is collected, managed and surfaced to the business.

It is remote-friendly, but you will need to be able to get to our Mount Waverley office for team days, key meetings and stakeholder sessions.

What it feels like to do this job

You will start the day checking how the team is tracking, clearing roadblocks, and supporting interviewers with their priorities - whether that’s refining a call approach, or resolving a process issue. You’ll review new customer feedback to ensure it has been accurately captured and that the interviewer has surfaced the heart of the customer’s experience-not just what was said, but what mattered.

While you are not responsible for resolving customer issues or deciding how individual feedback is handled, you own the daily rhythm focusing on keeping the loop moving.

Some days you’ll be coaching and building capability across the Voice of Customer team. Other days you’ll be working closely with stakeholders to support new processes, maintaining and evolving Qualtrics dashboards, and helping the team build consistent, accurate approaches to customer storytelling, reporting, and data quality.

You will also regularly connect directly with customers to gather feedback. Staying close to customer conversations so you keep a strong feel for customer sentiment, support quality across the team.  

What you will actually be doing

• Lead and coach a team of 4 Voice of Customer interviewers, helping them do their best work every day
• Keep the VoC program running smoothly, including call lists, email outreach and survey flow
• Make sure feedback gets to the right stakeholders promptly
• Use Qualtrics (and the surrounding process) to manage distribution, data, automations and reporting
• Spot trends and themes in what customers are telling us
• Maintain clear documentation and reporting so the program is transparent and reliable

You will be great at this if you

• Have led a small team before and you are comfortable giving feedback, coaching and setting standards
• Know how to run a customer feedback, research or service program where quality and follow-through matter
• Can balance empathy with neutrality, especially when customers are frustrated or emotional
• Are confident with systems and reporting (Qualtrics experience is ideal)
• Care about detail and accuracy, and you handle sensitive information with discretion
• Can build trust with stakeholders and communicate clearly, without noise
• Experience in residential construction, property or the home-buying journey is helpful, but not essential.

Why people enjoy this team

This is a group that listens properly. They treat customers with respect, they take pride in getting the details right, and they want the business to learn from every conversation. If you like leading a team that does meaningful work, this will feel like your lane.

Ready to apply?

If you are the kind of leader who can lift a team, keep things running smoothly, and champion the customer voice with credibility, apply now.